Complex Fraud Case Investigator

About the role

As a Complex Fraud Case Investigator within Fraud Operations, you will lead investigations into sophisticated fraud incidents, ensuring outcomes that protect both customers and the firm. You will apply deep knowledge of Payment Services Regulations and reimbursement frameworks to make fair, evidence‑based decisions while providing education and after‑care to scam victims, especially vulnerable customers.

Key responsibilities

• Conduct independent, robust investigations into complex fraud claims in line with Payment Services Regulations.
• Own end‑to‑end case management, delivering well‑evidenced, customer‑focused decisions.
• Provide education, guidance, and after‑care support to scam victims, tailoring assistance for vulnerable customers.
• Review escalated fraud complaints and deliver outcomes that prioritize the customer.
• Engage with internal stakeholders to progress cases efficiently and resolve issues.
• Make autonomous decisions, seeking leadership input for particularly complex cases.
• Manage a high‑volume workload across multiple investigation stages while maintaining quality and timeliness.
• Identify control gaps and promptly escalate control risks.

Required profile

• Experience applying Payment Services Regulations in fraud or disputes contexts.
• Familiarity with the Contingent Reimbursement Model code for fraud decisioning.
• Background in UK banking or financial services with exposure to fraud and risk.
• Knowledge of complaint handling practices and the Financial Ombudsman framework.
• Ability to manage a heavy workload across multiple cases with minimal supervision.
• Strong written and verbal communication skills, capable of explaining decisions clearly and sensitively.
• Customer‑first mindset and proven ability to deliver high‑quality service under pressure.

Required skills

• Payment Services Regulations knowledge.
• Contingent Reimbursement Model understanding.
• Financial Ombudsman framework familiarity.