Fraud Case Investigator

Help us stop fraud in its tracks and protect customers when they need us most. In Fraud Operations, you will investigate complex cases, support scam victims, and help prevent criminal proceeds from moving through the financial system. You will join a team that operates around the clock, united by a shared purpose: keeping our customers and our firm safe. If you are customer-focused, resilient, and confident in making informed decisions, this role offers the opportunity to make a meaningful impact every day. Bring your judgement, empathy, and investigative mindset—and help us fight financial crime together.

As a Senior Fraud Investigator in Fraud Operations, you will take ownership of complex fraud investigations to deliver the right outcomes for our customers and our firm. You will use your knowledge of Payment Services Regulations and relevant reimbursement frameworks to make fair, well-reasoned decisions. You will support scam victims with education and aftercare, including tailored support for vulnerable customers. You will also support customers who are suspected to be victims of scams or fraud, conducting telephone conversations to gain a detailed understanding of their circumstances and showing empathy and sensitivity when discussing difficult situations. You will work collaboratively with stakeholders while remaining accountable for thorough, independent case management.

Job responsibilities

• Conduct robust, independent investigations into complex fraud claims in line with Payment Services Regulations to reach fair, well-reasoned outcomes

• Own end-to-end fraud case management, ensuring decisions are well-evidenced and customer-focused

• Support scam victims through education, guidance, and aftercare to help them stay safe in the future

• Provide tailored support to vulnerable customers, adapting your approach to individual needs
• Engage effectively with stakeholders to progress cases and resolve issues efficiently

• Make autonomous decisions and seek input from leaders and partners on particularly complex cases

• Manage a high-volume workload across multiple stages of investigation while maintaining quality and timeliness
• Identify control gaps and escalate control risks promptly and appropriately

• Support the proactive identification of scam victims

Required qualifications, capabilities, and skills 

• Experience applying Payment Services Regulations in a fraud and/or disputes context
• Experience working with the Contingent Reimbursement Model code in fraud case decisioning

• Experience in UK banking or financial services, with exposure to UK fraud and/or risk

• Ability to manage a high-volume workload across multiple cases with minimal supervision

• Ability to conduct structured, evidence-based investigations and document outcomes clearly
• Strong written and verbal communication skills, with the ability to explain decisions clearly and sensitively

• Customer-first mindset with a proven commitment to delivering high-quality service under pressure

Preferred qualifications, capabilities, and skills 

• Experience investigating complex scam typologies (for example, authorised push payment scams)
• Experience supporting vulnerable customers in a regulated customer service or investigations environment
• Experience handling escalations and delivering outcomes in a complaints function
• Experience identifying control weaknesses and contributing to risk and control improvements
• Experience working in an operational environment with 24/7 coverage or time-critical casework

• Confidence in collaborating across teams to resolve issues and improve customer outcomes

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