Fraud Team Leader – Investigations

• Join Zopa, the UK digital bank that built the world’s first peer-to-peer lending company, in a permanent hybrid role in London. • Lead the day-to-day running of the fraud investigations and recovery team within the Fraud Operations Tribe. • Manage and motivate a team of fraud specialists to deliver great customer outcomes. • Handle impersonation, scams, account takeover and other complex fraud cases across multiple products. • Use data and insight to drive team performance and build a customer-first culture. • Work 7.5-hour shifts between 8am and 8pm on weekdays, plus one remote weekend day every other week with a day off in lieu. • Visit the London office just 1 day a week.

• Bring proven leadership experience within fraud operations, ideally at a fintech or digital bank. • Show strong working knowledge of fraud typologies. • Bring hands-on experience handling fraud investigations, particularly across multiple products. • Respond confidently to fraud risk events as they arise. • Keep an up-to-date understanding of fraud and AML laws and PSR regulations, and how they apply day to day. • Present and explain complex cases to audiences outside fraud operations. • Use performance data and MI to understand performance, make decisions and target coaching. • Communicate well and influence, support and challenge others where needed. • Make high-risk decisions and clearly evidence the reasons behind them. • Bring a continuous improvement mindset and look for simpler ways of working. • Adapt well in a fast-paced, fast-changing environment. • Act with integrity and treat customers and colleagues with respect. • Work weekday shifts between 8am and 8pm, alternate weekend days and some bank holidays.

• Bring familiarity with machine learning-driven fraud detection systems such as LexisNexis. • Show experience using AI in fraud processes and adapt confidently as it evolves. • Bring experience with intelligence-sharing networks or industry working groups. • Show experience liaising with the police and making fraud referrals where required.

• Monitor team performance by reviewing daily KPIs with specialists and checking in throughout the day. • Spot trends in customer and agent-level data to target coaching and reallocate work as demand changes. • Review and decide the outcome of complex investigations, escalating to the Senior Fraud Manager where needed. • Support new joiners by allocating their training and monitoring their sign-off. • Hold regular team meetings and one-to-ones, giving timely, fair and constructive feedback. • Work with workforce management and fellow Team Leaders on schedules and peak weeks. • Take escalated customer calls to offer further support and advice. • Respond to feedback from QC results, complaints and customer service. • Keep investigations aligned with internal policies, regulation and industry best practice, and fix control issues. • Track emerging scam and fraud trends and embed better ways of working, including safe uses of AI. • Represent fraud in internal and external meetings when the Senior Fraud Manager cannot attend. • Support the Senior Fraud Ops leadership team with additional tasks and project work.

• Work in a hybrid setup with just 1 day a week in the London office. • Work weekend days remotely and receive a weekday off in lieu. • Receive time off in lieu for any bank holidays you work. • Work from abroad for up to 120 days a year, subject to having the right to work in that country. • Get everything you need to thrive at work and at home from day one. • Join one of the UK’s top three Most Loved Workplaces. • Request reasonable adjustments during the hiring process.

Zopa launched in 2005 as the world’s first peer-to-peer lending company and went on to launch Zopa Bank in 2020. The bank sets out to do the opposite of what customers dislike about traditional finance, putting people at the centre of its products. Zopa has won multiple industry awards, employs people from nearly 50 nationalities, and has been named among the UK’s top three Most Loved Workplaces.