Consumer Credit Card Fraud & Disputes Specialist — Hybrid, London, United Kingdom

Overview

Review suspicious customer and card-account activity, investigate fraud and dispute evidence and coordinate case decisions with risk and customer operations. Maintain accurate case records and help improve fraud prevention and resolution processes.

Requirements

• Hands-on previous experience investigating credit-card or debit-card fraud, payment disputes or chargebacks is essential.
• Excellent written and verbal English communication skills.
• Ability to resolve complex customer scenarios, including account takeover, scams and disputed card transactions, with empathy and sound judgment.
• Strong organisation, prioritisation, accuracy and case-management capability in a fast-moving environment.
• Comfort using digital case-management tools and process automation while protecting sensitive customer information.
• Understanding of Mastercard card-scheme guidance and UK or US card-dispute regulation is advantageous, not mandatory.

Responsibilities

• Own third-party card-fraud, customer-dispute and chargeback investigations from intake to resolution.
• Investigate Section 75 consumer card claims, account takeovers, scams and card payment evidence.
• Communicate outcomes clearly and professionally to customers in sensitive situations.
• Maintain accurate case evidence and follow relevant chargeback and card-scheme processes.
• Identify recurring fraud trends and improve controls and customer dispute workflows.
• Collaborate with fraud, financial-crime, operations and product teams on technology and automation improvements.

Conditions

• Full-time hybrid position in London, United Kingdom, with three office days per week.