Fraud Team Leader – Investigations

Our Story

Hello there. We’re Zopa.

We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com! 

We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces. 

If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife

• Monitor team performance - review daily KPIs with your specialists and check in throughout the day to offer support. 
• Use performance data and management information, at both customer and agent level, to spot trends, target coaching, and reallocate work as demand changes. 
• Review and decide the outcome of complex investigations, giving clear rationale and escalating where needed to the Senior Fraud Manager. 
• Be the point of contact for the fraud team - support new joiners when they start, allocate and oversee their training with a Senior Fraud Specialist or competent colleague, and monitor sign-off. 
• Hold regular team meetings and one-to-one sessions with your Fraud Specialists, giving timely, fair and constructive feedback. 
• Support our workforce management team on agent schedules and work closely with the wider Fraud Operations Team Leaders to manage peak weeks. 
• Take escalated calls to offer further support and advice to our customers. 
• Receive and respond to feedback from other operational areas, such as QC results, complaints, and customer service. 
• Make sure investigations align with internal policies, regulatory requirements and industry best practice - monitor controls, fix issues, and prevent them recurring. 
• Stay informed on emerging scam and fraud trends across the industry, and look for ways to, improve processes and embed better ways of working - including practical, safe uses of AI in the team. 
• Represent fraud in internal and external meetings where the Senior Fraud Manager cannot attend or needs extra support. 
• Support the wider Senior Fraud Ops leadership team on additional tasks and project work and assist the Senior Fraud Manager with anything further support they need.

• Proven leadership experience within fraud operations, ideally in a fintech or digital bank in a similar role. 
• Strong working knowledge of fraud typologies. 
• Hand’s on experience in handling fraud investigations, particularly across multiple products. 
• Experience responding to fraud risk events as and when they arise. 
• An up-to-date understanding of fraud and AML laws and the PSR regulations, and how these apply to day-to-day processes. 
• Ability to present and communicate complex cases to and audience outside of fraud operations. 
• Confident using performance data and MI to understand performance, make decisions and target coaching. 
• Strong communication and interpersonal skills - able to influence, support and challenge where needed. 
• The ability to make high-risk decisions and clearly evidence the reasons behind them. 
• A continuous improvement mindset - open to change and keen to find better, simpler ways of working. 
• Adaptable in a fast-paced, fast-changing environment. 
• A team player who acts with integrity and treats our customers and colleagues with respect.