You Will

• Own the Fraud & Chargeback processes and customer journeys at Plum, ensuring they are effective, scalable, customer-centric and aligned with regulatory and scheme requirements.
• Look after the day to day operations of the Fraud and Chargeback team, ensuring effective task allocation, prioritisation and delivery against operational targets.
• Providing expertise in various fraud types (e.g. card fraud, identity theft, account takeover) with strong investigative and countermeasure skills to minimise fraud losses and chargebacks.
• Use your experience and expertise to guide the Fraud and Disputes team in conducting complex fraud investigations and manage escalations.
• Be monitoring, detecting, and preventing fraudulent activities and presenting findings to senior stakeholders.
• Own the continuous improvement roadmap for Fraud & Chargeback, proactively identifying opportunities to improve processes, internal tooling, products and controls.
• Collaborate closely with Compliance, Product and other teams to define requirements, build stakeholder support and deliver product and process improvements from discovery through to implementation and ongoing optimisation.
• Stay informed about new fraud trends and evolve strategies to meet the changing demands of the financial crime landscape including new regulations.
• Mentor and coach team members, actively provide feedback and take an active interest in their career growth and progression.
• Maintain an up to date knowledge base that includes standard operating procedures, workflow descriptions, training materials etc.
• Become the main point of contact for relevant partners, coordinate daily activities and help resolve any unforeseen issues.

Ideally You Have

• 4+ years of experience in a similar role with 1+ years in a managerial capacity.
• Proven experience owning and improving fraud and chargeback processes, ideally within a fintech, payments or other regulated financial services environment.
• Expertise in fraud and disputes processes, with a strong understanding of customer-centric operations.
• Strong knowledge of Visa disputes and transaction processing and of Direct Debit lifecycle (BACS & SEPA), including chargebacks and late failures.
• Hands-on experience investigating various fraud typologies, such as ATO, ID Theft, Card Fraud and APP.
• Strong organisational and communication skills.
• A proactive, hands-on problem-solving mindset, with the ability to act quickly and decisively.
• An empathetic and developmental leadership style, with a focus on coaching and motivating others.
• Experience in a start-up environment is a plus.

Plum's Perks

• Own part of the company you're helping grow through stock options
• Private health insurance
• Annual training budget
• Plum Premium for free
• Competitive referral scheme
• Flexible approach to remote working: we encourage at least 2 days a week in one of our beautiful offices in London, Athens or Cyprus
• Team breakfasts and team lunches
• 25 days holiday + bank holidays
• 45 work-from-anywhere days to give you flexibility to work your way
• 2 weeks sabbatical after 4 years to take the break you deserve
• Enhanced parental leave
• 1 paid volunteering day annually
• Annual team trip to a surprise destination!
• A fun, inclusive company culture (think 🦄🌈💯)

If you think this sounds like you, don’t hesitate to get in touch!

Thanks, Plum Τeam 💜

Plum is an Equal Opportunity Employer. Plum does not discriminate on the basis of age, race, religion, sex, gender identity, sexual orientation, non-disqualifying physical or mental disability, national origin or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit and business need.