EML
Fraud & Chargeback Investigator
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About EML
EML Payments is a global leader in the fintech space. Our mission is to create awesome, instant, and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. Our Purpose is to inspire transformative digital change for our customers and communities.
As an issuer and processor, we provide our clients and partners with innovative alternatives to traditional banking solutions for reloadable and non-reloadable programs. We are agile, we are innovative. We take a partnership approach; we tailor solutions and place a strong focus on operational excellence.
Our place is one of collaboration, teamwork & innovation. But, above all, it’s one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.
The team you’ll be joining
Every day, our team tackles some of the most complex and evolving threats related to money laundering, fraud, terrorist financing and sanctions. We operate at speed and scale, monitoring transactions, investigating suspicious patterns and safeguarding our customers, EML and the global financial system.
This isn’t your average operations team. We are global in scope with specialists in data analytics, investigations, fraud and anti-money laundering. We collaborate with law enforcement, distributors and internal business units to ensure every risk is assessed and our customers are protected.
Operating across multiple jurisdictions, the department works closely with Compliance, Technology, Customers and Commercial teams to own and manage financial crime risk in the first line of defence (1LOD).
The Role
This is an opportunity to join EML's fraud function as a Fraud & Chargeback Investigator, focused on UK fraud investigations. You'll take ownership of individual fraud cases from initial review through to resolution, including raising chargebacks and working within scheme rules and timescales.
Beyond casework, you'll investigate fraud patterns and trends flagged by clients or picked up through monitoring, digging into the detail to understand what's happening and why, then feeding findings back in a way that's genuinely useful to the client or business area involved.
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The role sits within a global fraud function, so while your core focus is UK investigations, you may be asked to support colleagues working fraud cases in other jurisdictions, whether that's covering capacity gaps, sharing UK expertise on cross border cases, or just being a second pair of eyes when something doesn't add up. It's a good fit for someone who wants to build deep
What you’ll do
- Investigate suspected fraudulent activity across UK card and payment programmes, reviewing transaction data, account history and supporting evidence to determine appropriate case outcomes.
- Raise and manage chargebacks in line with Visa and Mastercard scheme rules, ensuring cases are evidenced, submitted within scheme timescales and tracked through to resolution.
- Investigate ad hoc fraud patterns and trends identified by clients or internal monitoring, providing clear findings and recommendations back to the client or business area concerned.
- Liaise directly with clients on individual case queries and broader fraud pattern investigations, acting as a knowledgeable point of contact for UK fraud matters.
- Maintain accurate and complete case files and investigation records, in line with internal policy and regulatory expectations.
- Identify emerging fraud typologies and escalate concerns or recommendations to the wider fraud team where rule or control changes may be needed.
- Support colleagues in other jurisdictions with fraud investigations and casework where UK expertise, capacity or cover is required, including cross-border cases as they arise.
- Work closely with AML, Compliance, Operations and Customer Service teams to ensure fraud cases are managed consistently and in customers’ best interests.
- Contribute to the continuous improvement of investigation processes, templates and documentation used across the fraud function
What you’ll bring
- Experience investigating card fraud within a regulated payments, banking or fintech environment.
- Practical experience raising and managing chargebacks, with working knowledge of Visa and Mastercard dispute and reason code frameworks.
- Sound understanding of common fraud typologies, including APP fraud, account takeover and first party fraud.
- Ability to analyse transaction data and account activity to identify patterns, anomalies and links between cases.
- Strong written communication skills, with the ability to produce clear, well evidenced case notes and client facing updates.
- Comfortable working independently on a caseload while managing competing priorities and deadlines.
- Experience working with fraud monitoring or case management systems is an advantage.
- Understanding of the regulatory environment for UK payments, including FCA requirements and the Payment Services Regulations 2017, is desirable.
- Willingness to support colleagues in other regions on fraud matters outside of UK working hours where needed.
- Excellent attention to detail and a methodical, evidence led approach to investigations.
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What you’ll be offered
- Recharge and Give Back: 25 days annual leave, 2 volunteering days, your birthday off – plus 5 extra ‘Take5’ days when you’ve used your core leave!
- Global Opportunities: Collaborate across Australia, the UK, North America, and Europe – with secondment opportunities available.
- Work Your Way: Hybrid working that fits your lifestyle and empowers smarter working.
- Family First: Enhanced family leave options with 12-weeks full pay for Primary Caregivers, and 4-weeks full pay for Secondary Caregivers.
- Invest in You: We cover your professional memberships and offer a competitive pension scheme.
- Wellbeing Matters: Private medical insurance, long-term illness cover, and life assurance.
- Perks & Rewards: Short-term bonus scheme, Cycle2Work, 24/7 Employee Assistance Programme, and exclusive discounts via Spectrum.Life’s BenefitsHub.
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