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Fraud Investigator

JPMorgan Chase
Edinburgh, GBR
Full-time
Mid
Onsite
Discovered 1 weeks ago
Communication

Full Job Posting

Job responsibilities

  • Conduct robust, independent investigations into complex fraud claims in line with Payment Services Regulations to reach fair, well-reasoned outcomes
  • Own end-to-end fraud case management, ensuring decisions are well-evidenced and customer-focused
  • Support scam victims through education, guidance, and aftercare to help them stay safe in the future
  • Provide tailored support to vulnerable customers, adapting your approach to individual needs
  • Engage effectively with stakeholders to progress cases and resolve issues efficiently
  • Make autonomous decisions and seek input from leaders and partners on particularly complex cases
  • Manage a high-volume workload across multiple stages of investigation while maintaining quality and timeliness
  • Identify control gaps and escalate control risks promptly and appropriately
  • Support the proactive identification of scam victims

Required qualifications, capabilities, and skills

  • Experience applying Payment Services Regulations in a fraud and/or disputes context
  • Experience working with the Contingent Reimbursement Model code in fraud case decisioning
  • Experience in UK banking or financial services, with exposure to UK fraud and/or risk
  • Ability to manage a high-volume workload across multiple cases with minimal supervision
  • Ability to conduct structured, evidence-based investigations and document outcomes clearly
  • Strong written and verbal communication skills, with the ability to explain decisions clearly and sensitively
  • Customer-first mindset with a proven commitment to delivering high-quality service under pressure

Preferred qualifications, capabilities, and skills

  • Experience investigating complex scam typologies (for example, authorised push payment scams)
  • Experience supporting vulnerable customers in a regulated customer service or investigations environment
  • Experience handling escalations and delivering outcomes in a complaints function
  • Experience identifying control weaknesses and contributing to risk and control improvements
  • Experience working in an operational environment with 24/7 coverage or time-critical casework
  • Confidence in collaborating across teams to resolve issues and improve customer outcomes
  • #ICB Careers

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