Fraud Operations Officer - 12 Months' FTC

Fraud Operations Officer, London, 12 Months' Fixed Term Contract

The Fraud Operations Officer will provide support, handle escalated issues, and ensure the efficient delivery of APPR and CoP services, contributing to compliance and service quality. This position focuses on handling complex operational tasks, providing second-line support, and contributing to maintaining service levels. The officer will collaborate with various teams to ensure operational integrity and support continuous improvement.

The Fraud Operations Officer is responsible to the Fraud Operations Manager for ensuring the availability, integrity and reliability of Pay.UK Fraud Services, including Confirmation of Payee (CoP) and the Authorised Push Payment (APP) Reimbursement service, along with any future Fraud Services that Pay. UK develops.

Key Accountabilities:

• Undertake the repeatable operational activities that enable the delivery of CoP and APPR services
• Provide second-line operational support for complex issues escalated from the helpdesk
• Collaborate with internal teams to ensure issues are resolved efficiently
• Assist in maintaining operational processes, ensuring SLAs and KPIs are met
• Support the development and maintenance of SOPs and training materials
• Ensure all activities comply with regulatory standards and internal policies
• Maintain detailed records and contribute to risk assessments as needed
• Participate in process improvement initiatives and suggest changes to enhance service delivery
• Contribute to post-incident reviews and the implementation of corrective actions

Other obligations:

• Ensure compliance with all Pay.UK policies and procedures and complete required compliance training in a timely manner.
• Comply with Pay.UK’s Data Protection Policy and all associated procedures and processes and communicate any data protection risks to the Data Protection team without delay.
• Promote diversity and inclusion across Pay.UK to build a workforce that reflects the users we support and provides equal opportunity for all colleagues.

Qualifications, Skills & Experience

• Experience working within the financial services / banking industry in a first line support role
• Detailed knowledge and operational knowledge of fraud services and the ability to practically apply this knowledge in the support of fraud operations for Pay.UK is highly advantageous
• Methodical and organised and providing excellent co-ordination and communication
• Experience in operating within high-paced, innovative environments
• Operational Skills: Solid understanding of fraud operations processes and ability to deliver complex tasks effectively
• Problem Solving: Ability to approach situations analytically and come up with practical solutions for operational issues
• Attention to Detail: High level of accuracy and thoroughness in documentation and handling tasks
• Communication: Enhanced communication skills for engaging with both internal teams and external stakeholders
• Adaptability: Ability to work in a fast-paced environment and support changing priorities efficiently
• IT Proficiency: Comfortable using service management and operational support tools (e.g. ServiceNow or Zendesk)

At Pay.UK, we value diversity and inclusivity. Research has shown that candidates from underrepresented groups may hesitate to apply unless they meet all the requirements listed. We encourage all qualified candidates to apply, regardless of how closely their skills and experience match the requirements. We are committed to supporting accessibility needs and creating a welcoming environment for all employees. Become part of our team and contribute to the creation of an inclusive work environment that values everyone's unique input.

About Us

Pay.UK maintains and develops the UK retail payment systems and standards that are core to the economy being able to function on a day-to-day basis.

From Bacs to Faster Payments and cheques – we act as the single operator for all UK retail payments. We put the needs of consumers and businesses at the heart of everything we do, working in the public interest to ensure that the systems the country relies on for its banking transactions are safe, open, innovative and resilient.

Our payment systems underpin the services that enable funds to be transferred between people and institutions. In 2023, the UK's retail payment systems processed 11.4 billion transactions worth £9.3 trillion through Bacs Direct Credit, Direct Debit, Faster Payments, and cheques, and our Current Account Switch Service has facilitated over 10.2 million switches since its launch in 2013.

Every day, people and businesses use the services we provide to get their salaries, pay their bills and make online and mobile banking payments. Our vision for the future is to enable a vibrant economy, with Pay.UK delivering the best-in-class payment infrastructure and standards for the benefit of consumers and businesses nationwide.

Benefits & Additional Information

• 12% Non-contributory pension
• 30 days annual leave (excluding bank holidays)
• Private medical insurance, life assurance, income protection, health cash plan, dental insurance, Bupa medicals etc
• Employee assistance programme
• Cycle to Work Scheme
• Annual fitness subsidy of up to £500 per annum
• Working from home policy - minimum 40% in the office (eg. 2 days in the office over a 5 day working week)

Please note:

• Benefits for FTC roles may vary