The Role
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
As a Senior Fraud Specialist within Complex Investigations, you are responsible for independently leading the investigation and response to complex, high-risk, and high-value fraud incidents and cases. This includes major fraud events, crypto-related activity, impersonation and Authorised Push Payment (APP/ACTO) fraud, and incidents affecting multiple customers across different products.
The role operates as an investigator within the Complex Case team in the Fraud Operations function, working within established incident and fraud frameworks to ensure swift containment, accurate evidence gathering, and clear, defensible documentation. The investigator assesses customer and financial impact, identifies root causes across products and channels, and provides well-reasoned recommendations to support remediation, reimbursement decisions, and control improvements.
The role also plays a key part in sharing insights with Fraud Strategy, contributing learnings from complex investigations to help inform detection, prevention, and broader fraud risk management, while not owning bank-wide strategy or final risk decisions.
Working Pattern:
This is a hybrid role – the team works in the office on Tuesdays and Wednesdays.
Your working week will consist of 7.5 hour shifts between 8 am and 8 pm, Monday to Friday, and you will be required to work one day of the weekend every other week, remotely. If you work a day at the weekend, you will receive a day off during the week.
In addition, you will be required to work two bank holidays per year, for which you will receive time off in lieu.
A day in the life:
- Operate as an investigator within the Complex Case team in the Fraud Operations function.
- Work within established incident and fraud frameworks to ensure swift containment, accurate evidence gathering, and clear, defensible documentation.
- Independently manage complex and high-risk investigations, knowing when and how to escalate.
- Take end-to-end ownership of investigations from triage through to resolution, including post-incident learnings, identification of control gaps, and follow-up actions.
- Assess customer and financial impact across incidents, balancing speed, accuracy, regulatory considerations, and customer outcomes.
- Identify root causes across products and channels and provide well-reasoned recommendations to support remediation, reimbursement decisions, and control improvements.
- Maintain control and clarity during live incidents, particularly high-value or ambiguous cases.
- Produce high-quality, well-evidenced investigative outputs that stand up to internal and external scrutiny, including MI, audit, and regulatory review.
- Share insights and trends with Fraud Strategy and other stakeholders to inform detection, prevention, and wider fraud risk management (while not owning bank-wide strategy or final risk decisions).
- Stay informed on emerging fraud threats, including crypto-enabled and evolving impersonation tactics, and proactively share knowledge to strengthen team capability.
- Prioritise minimising customer harm, delivering fair outcomes, and ensuring clear, empathetic communication during high-impact and sensitive incidents.
About you:
- You have experience in a fraud investigations role (or similar) within a financial institution.
- You have a good understanding of fraud investigations across multiple products and the associated risks for each.
- You demonstrate strong expertise across a wide range of fraud types, including impersonation, ACTO/APP, account compromise, and crypto-related fraud.
- You understand the fraud risks posed by different products and customer journeys and tailor your investigative approach accordingly.
- You apply balanced, risk-based judgement aligned to company policies, values, and regulatory expectations.
- You are recognised as a trusted specialist within Incident Response and Complex Investigations.
- You work effectively in a fast-paced environment and maintain composure under pressure.
- You handle difficult customer conversations with professionalism and empathy.
- You collaborate closely with Fraud Strategy and other stakeholders to share insights and contribute to stronger fraud controls and prevention.
- You maintain strong awareness of emerging fraud risks and continuously build your knowledge.
At Zopa we value flexible ways of working.
We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our London office 2 days a week.
You'll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.
*Subject to having the right to work in the country of choice
Diversity Statement
Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.
#LI-LH1
Similar Jobs
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
We’re Zopa, and we want to make money work better for you. Our diverse team is united in their mission of creating simple, fair and honest financial products that have the customer’s needs at their heart. We’re proud that this dedication is reflected in our excellent rating on TrustPilot. We’ve always been unapologetically honest with our customers, and value the same in return. Their feedback helps us shape what we build, so we can provide a bank fit for today, and for the future. We’re not the new kids on the block though - we’ve been a pioneering force in finance for 16 years. In 2005, we built the first ever peer-to-peer (P2P) lending company, giving our customers access to loans built for real-life and intelligent investments backed by cutting-edge tech. In 2020, we launched Zopa Bank, meaning we could offer more – like fixed term savings backed by FSCS protection and a credit card to help customers take control of their finances. We’ve lent out over £6 billion and are proud to have made money work better for over half a million people across the UK, whether they were looking to borrow or save.
