clearbank - Fraud Operations SME
Requirements
• To excel in this role, you’ll also need: • Deep Understanding of Fraud Operations: Strong practical understanding of end-to-end fraud operations for cards and/or payments (alert handling, triage, investigations support, decisioning, documentation, and escalations) • Working knowledge and exposure to core fraud management capabilities, systems and controls • Alert/rules monitoring and basic tuning support (working with others to optimise data, rules, and queue performance) • Fraud case triage, investigation support, and consistent decision documentation • Supporting customer outcomes overseeing accurate operational handling of fraud loss refunds, disputes, and complaint inputs (working with customer-facing teams) • Accurate internal reporting (case notes, trend summaries, and operational performance tracking) • Supporting control assurance teams in their activities (sampling, QA checks, evidence gathering) and escalating findings to the Fraud SME • Operational responses to different fraud typologies • Experience using technology-based fraud systems and processes (detection, prevention, containment) and working with others to raise improvements and test changes • Experience using investigation case management tooling (or equivalent workflows) • Investigative Skills: Ability to analyse data, identify patterns, and draw conclusions related to fraud • Excellent Communication Skills: Ability to communicate complex information clearly and concisely, both verbally and in writing • Problem-Solving Abilities: Ability to identify and resolve fraud-related issues effectively • Exposure to Relevant Regulations: Working knowledge of relevant UK laws and regulations related to fraud and financial services • Technical Proficiency: Familiarity with fraud detection tools, databases, and other relevant technologies • Organisation and Task Management: Ability to manage a busy workload, prioritise effectively, and meet deadlines, with oversight and support from the Fraud SME • Regretfully we are not able to sponsor applicants for immigration purposes at the current time. • What makes a great ClearBank team member? Does this sound like you? • You focus on solutions and positive outcomes, thinking radically and responsibly to find the best result for our customers, your colleagues and the bank; • You actively seek feedback from others to drive your growth and development, always assuming positive intent from others and develop strong, trusting relationships you’re your colleagues and customers: you really, genuinely care; • You always strive for the highest quality, but you know that done is better than perfect; you welcome a challenge knowing that they learn as you go and iterate; • ‘I’ before ’we’, isn’t in your vocabulary • If this sounds like you then we encourage you to dust off that CV and apply!
Responsibilities
• Fraud Operations Process Design • Design and document end‑to‑end fraud operations processes covering card and current account fraud, including: Fraud claims intake and triage, Investigation workflows, Escalation and decisioning frameworks, Incident and linked‑case handling, Quality control and assurance • Translate policy, regulatory and risk requirements into clear, executable operational processes • Develop playbooks, SOPs, and guidance materials that support consistent investigator decision‑making • Ensure processes are audit‑ready, scalable, and aligned to customer and regulatory expectations • Running Fraud Operations (BAU Execution) • Personally run and oversee fraud casework where required, particularly: Complex or high‑risk cases, New fraud typologies, Operational backlogs or capacity gaps • Act as a senior decision‑maker on fraud outcomes, reimbursements, and escalations • Ensure operational SLAs, service standards, and quality expectations are met • Lead fraud operations during fraud spikes, incidents, or emerging threat events • Escalations & Expert Decision‑Making • Act as the primary escalation point for difficult, ambiguous, or sensitive fraud cases • Make final decisions using personal fraud expertise alongside evidence gathered by investigators or analysts • Identify linked‑incident patterns or signs of organised fraud across operational casework • Escalate material risks, trends, or control issues to Fraud SME, Risk, or senior stakeholders as required • Embedding & Owning Operational Capability • Ensure fraud processes are fully embedded across the business, not just documented • Support onboarding and coaching of new fraud staff by designing how work should be done, then demonstrating it in practice • Act as the operational authority for “how fraud is worked” within the organisation • Continuously refine processes based on real operational outcomes and learning • Fraud Typologies & Operational Risk Insight • Maintain deep, practical knowledge of fraud typologies including: E‑commerce and digital wallet fraud, Authorised Push Payment (APP) fraud, Account takeover and social engineering • Use operational insight to inform fraud prevention, analytics, and control improvement activity • Identify gaps between fraud policy, prevention controls, and actual operational reality • Fraud Prevention & Continuous Improvement • Work closely with fraud prevention, analytics, product, and technology teams to: Inform rule and control design from an operational perspective, Validate whether controls are genuinely reducing fraud rather than shifting workload • Support implementation of new tooling, systems, or operating model changes • Act as the operational bridge between strategy and execution
Benefits
• We're flexible – We support a culture of flexibility which allows our employees to achieve a strong work-life balance. • Offices – Work in a way that works for you – whether that’s in the London office, at home, or hybrid. • Holiday – 27 days of annual leave per year, plus bank holidays. • Holiday buy/sell - Buy or sell up to five days of annual leave each year and shape your year around what matters most. • Work abroad – You have the flexibility to work outside of the UK for up to 30 days in a rolling 12-month period. • Socials – Regular social events open to all. • Holiday swap – Option to swap your bank holidays to any other day of your choice. • Wellbeing – 24/7 employee assistance programme including mental health support, life assurance and income protection. • Bigger than ClearBank – Take a couple of days per year to do something that matters to you. • Healthy living – Private healthcare and discounted dental cover, with employee perks and discounts. • Family – Enhanced family-friendly leave. • Personal development – We offer personal development budgets, opportunities to take part in role-related training and unlimited LinkedIn Learning.
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