Job Description

• Investigating the most complex disputes cases
• Reviewing high value crediting decisions
• Dealing with escalations, such as providing feedback to other members of the team around niche or challenging cases
• Dealing with external requests from the FoS, regulator, auditors and others
• Conducting quality assurance on work performed by others in the team
• Training and coaching more junior disputes customer operations team on specific knowledge areas
• Testing policies/processes for new products/markets/operational workflows
• Leading retrospectives on high losses to identify actionable solutions

Required Knowledge, Skills, and Abilities

You have gained 3-4 years of experience completing operational fraud or disputes tasks such as chargeback raising, disputes involving vulnerable customers, among others. You are able to communicate clearly with stakeholders and explain your knowledge in simple terms. You have experience coaching more junior team members on how to complete fraud or disputes tasks. You have strong decision making and investigative skills. You are passionate and putting customers first whilst also fighting fraud. You enjoy working efficiently and independently in a fast-paced, high-volume environment. You enjoy investigating complex cases. You're great at explaining things to people, and have flawless written English. UK current accounts or business banking experience.