Job Description
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 team2. Interview and assessment with the Fraud & Disputes Manager3. Interview with the Head of Fraud and Financial Crime The opportunity to scale up one of the world's most successful fintech companies Best-in-class compensation, including equity You can work from home every Monday and Friday if you wish - on the other days we all come together IRL to be together, build and exchange ideas Our in-house chefs prepare fresh, healthy lunches in the office every Tuesday-Thursday We care for our Lendies' well-being both physically and mentally, so we offer coverage when it comes to private health insurance We're an equal opportunity employer and are keen to make Lendable the most inclusive and open workspace in London