Fraud Specialist – Complex Investigations (Hybrid)

As a Fraud Specialist – Complex Investigations at Zopa, your main responsibilities will include managing complex fraud cases across all Zopa products. You’ll conduct thorough investigations into customer fraud claims, gather key evidence, and maintain clear communication with customers. Additionally, you will report to CIFAS and liaise with other financial institutions and law enforcement when necessary. You’ll also assist senior team members and provide guidance to other associates on fraud-related issues, ensuring that you act with integrity and respect at all times.

To be eligible for the Fraud Specialist – Complex Investigations position at Zopa, you should have proven experience in a fraud detection role within a financial institution. This includes having a solid background in fraud investigations and knowledge of relevant laws and regulations surrounding fraud and AML. Additionally, excellent communication and customer service skills, a high level of attention to detail, and the ability to adapt in a fast-paced environment are crucial qualifications for this role.

The hybrid working model for the Fraud Specialist – Complex Investigations role at Zopa requires you to work in the London office on Tuesdays and Thursdays. The rest of the week will offer you the flexibility to work remotely. In addition, you will occasionally be required to work during the weekend but will receive a day off during the week to balance your schedule. This approach not only promotes a good work-life balance but also ensures collaboration among team members.

Zopa provides a variety of benefits to its Fraud Specialists, including flexible work arrangements that allow for a healthy work-life balance. You will also have the opportunity to work abroad for up to 120 days a year, which is a fantastic perk. Beyond that, Zopa is committed to fostering a diverse and inclusive workplace, enhanced with career development opportunities, and you will be part of a supportive team culture where your contributions are valued.

Success as a Fraud Specialist – Complex Investigations at Zopa requires several key skills. A high level of attention to detail is crucial for examining documents and conducting investigations effectively. Strong analytical skills will help you make informed decisions during case evaluations. Excellent communication skills are necessary for maintaining contact with customers and providing updates on their cases. Additionally, teamwork and integrity are fundamental values that will help you thrive in Zopa’s collaborative environment.

When answering about your experience with fraud investigations, focus on specific cases you've handled, the investigation methods you used, and the outcome. Make sure to mention any laws you are familiar with that pertain to fraud and AML, and how this knowledge helped you in past roles.

Highlight your approach to maintaining customer communication, such as regular updates on their case status and managing expectations. Demonstrate your understanding of the importance of empathy and transparency during investigations, which reassures customers while addressing their concerns.

Discuss your systematic approach to evidence gathering, including methods for reviewing claims, interviewing customers, and collaborating with other financial institutions or law enforcement as needed. Emphasize your attention to detail and thoroughness in documentation.

Share examples of how you've effectively managed your time and stress in past roles. Mention strategies that have worked for you, such as prioritizing tasks, staying organized, and maintaining a calm demeanor while navigating challenging investigations.

When discussing a challenging case, outline the context, the specific actions you took, and the positive outcome that resulted from your intervention. This will showcase your problem-solving skills and ability to think critically under pressure.

Explain your commitment to continuous learning in the field of fraud detection and investigation. You could mention resources like industry conferences, journals, and networking with professionals in your field to stay informed about the latest trends and techniques.

Identify key qualities that align with Zopa's culture and values, such as integrity, adaptability, and a customer-centric attitude. Discuss how these traits have played a significant role in your previous successes in fraud investigation.

Share your training philosophy and how you would tailor your approach to ensure a comprehensive understanding of the processes, tools, and best practices related to fraud investigations for newcomers to the team.

Discuss specific tools or software you are familiar with, such as Salesforce or any fraud detection software. Elaborate on how these tools helped you in your previous roles to identify and investigate fraudulent activities.

Illustrate the collaborative nature of fraud investigations, emphasizing how teamwork enhances communication, improves evidence gathering, and increases the accuracy of findings. Use examples of how collaboration led to successful outcomes in your past experiences.