Fraud & Disputes Specialist

Job description

ABOUT LENDABLE Lendable is on a mission to build the world's best technology to help people get credit and save money. We're building one of the world’s leading fintech companies and are off to a strong start: - One of the UK’s newest unicorns with a team of just over 700 people - Among the fastest-growing tech companies in the UK - Profitable since 2017 - Backed by top investors including Balderton Capital and Goldman Sachs - Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot https://uk.trustpilot.com/review/lendable.co.uk) So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days. We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes. JOIN US IF YOU WANT TO 1. Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1 2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo 3. Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting 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) A 15 minute Cognitive Assessment 2) A 30 minute call with a member of the Talent team 3) An onsite Interview and assessment with the Fraud & Disputes Manager 4) Interview with the Head of Fraud and Financial Crime LIFE AT LENDABLE - Winning team: the opportunity to scale up one of the world’s most successful fintech companies - Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites - Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls - Health coverage: support for your physical and mental wellbeing, including private health cover - Retirement & savings: long-term financial wellbeing through retirement savings plans - Employee referral programme: earn a competitive bonus when you refer successful new team members - Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations - Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations Please note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner. Check out our blog https://blog.lendable.co.uk/!