About the role
About the role:
As a Fraud & Disputes Specialist, you'll be at the forefront of protecting our credit card customers and business from financial crime, playing a vital role in our Fraud and Financial Crime Team. You'll have end-to-end ownership of complex investigations, making a direct impact on customer experience, and the effectiveness of our UK & US card products.
Key Responsibilities:
End-to-End Case Ownership: Investigate and resolve complex third-party credit card fraud, consumer card disputes (including Section 75 claims), and chargebacks, ensuring meticulous accuracy and compliance with Mastercard guidelines.
Customer-Centric Resolution: Communicate empathetically and clearly with customers throughout the process, managing challenging scenarios like account takeovers and scams with professionalism and sound judgment.
Operational Excellence & Digital Adoption: Execute structured processes using our digital systems, proactively identifying trends and suggesting improvements to controls, workflows, and automation opportunities. You'll be a champion for new technologies, helping us work smarter and faster.
Continuous Learning: Stay ahead of emerging fraud typologies, regulatory changes, and new operational tools, sharing your expertise and contributing to a collaborative, improvement-focused team environment.
Your Experience & Skills:
Essential: Prior experience working with credit or debit card fraud, disputes, or chargebacks.
Advantageous: Good working knowledge of scheme rules (especially Mastercard) and relevant regulatory standards in the UK and/or USA.
Ability to confidently navigate and resolve complex customer scenarios with empathy and professionalism.
Strong organisational and prioritisation skills, thriving in a fast-paced and change-driven environment.
Digitally savvy and eager to embrace automation and new technologies.
Detail-oriented and process-driven, with a knack for spotting inefficiencies and suggesting practical improvements.
Excellent written and verbal English communication skills.
Your Profile & Approach:
Customer-Focused: Deeply committed to customer protection and delivering positive outcomes.
Accountable: Takes personal ownership for every case and champions process enhancements.
Proactive & Solutions-Oriented: Open to new approaches, including automation and digital transformation.
Constructive & Collaborative: Eager to identify better ways of working and contribute to a supportive team culture.
Maintains the highest standards of confidentiality, integrity, and compliance.
Interview Process:
1. Initial call with the People team
2. Interview and assessment with the Fraud & Disputes Manager
3. Interview with the Head of Fraud and Financial Crime
