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Key Information
Job title: Payments Analyst - Fraud and Chargebacks
Salary: Circa £37,000
Grade: 2
Contract type: TfL
Reference: 2171
Team: Payment Operations and Assurance
Directorate: Technology Strategy and Revenue
Contract details: Permanent
Location: Pier Walk/Hybrid
Application closing date: Sunday 14th September 2025
With London’s population set to hit the 10 million mark by 2030, keeping them, and the millions more who visit the capital each year, moving will be key if the city is to remain a world-class destination. Our job in Technology Strategy & Revenue Payments is to improve the efficiency of the payment system that enables millions of journeys every day to take place across the London transport network, whilst still maintaining our high level of customer service. We make sure that our customers can make their journeys knowing that they can trust us to always charge them the right fare for their journey and deliver an exceptional standard of customer service.
Our work is diverse and is fundamental to TfL’s financial sustainability, it includes:
- Ensuring we collect TfL’s revenue each year
- Managing, improving and procuring the Revenue Collection Contract that underpins the TfL revenue collection system
- Delivering improvements and changes to the way customers pay for their travel e.g. Improving the Oyster ticketing and Contactless payments solutions
- Managing and developing TfL’s concessionary and free travel schemes
- Providing fares policy advice to the Mayor of London
- Predicting and monitoring demand trends
- Minimising revenue loss through active monitoring and mitigation of fraud and chargebacks
Job Purpose
We’re looking for two Payments Analysts to join our dynamic Payments Operations and Assurance team at TfL. In this role, you’ll play a critical part in safeguarding our revenue by identifying and mitigating instances of fraud through detailed analysis of transactional data. You’ll also take ownership of managing chargebacks and retrievals related to card payments across relevant TfL services—ensuring accuracy, accountability, and operational integrity.
Key Accountabilities
- Manage the end-to-end chargeback process, including responding to requests for information and chargebacks from merchant acquirers.
- Maintain and update records related to chargebacks, fraud, and information requests; analyse the effectiveness of dispute responses.
- Oversee the Payment Gateway, including performance rule reviews, trend monitoring, performance calls, and user account setup.
- Manage fraud mitigation services and configurations for online payment gateways; assess fraud parameter effectiveness, respond to payment queries, and oversee the investigations mailbox.
- Monitor fraud and chargebacks KPIs and contribute to strategy improvements
- Collaborate with internal teams and external partners to resolve disputes and support fraud investigations
- Review daily transactional reports and leverage Power BI and other reporting tools to identify suspicious activity.
- Support fraud detection initiatives, including the implementation of methodologies and processes.
- Proactively identify fraud vulnerabilities and take appropriate action to mitigate risks.
- Assist with the fraud investigations, when necessary, which can include attending court hearing and providing evidence.
- Contribute to fraud risk management by reviewing risks, identifying controls, and assessing their design and operational effectiveness.
- Manage internal team dashboards and escalate anomalies to appropriate stakeholders.
- Stay up to date with industry trends, schemes, and regulatory changes
Skills
Skills, Knowledge & Experience
- Excellent analytical and problem-solving skills (using appropriate software e.g. MS Office, MS Excel, VBA) in dealing with large volumes of data with the ability to interpret the data and present it in a way the target audience can understand (E)
- Proficient in the use of online payment fraud prevention software (D)
- Good communication skills and the ability to communicate their finding to both technical and non-technical audiences.
- Ability to solve problems using data analysis and critical thinking
- Excellent prioritisation skills with the ability to manage deadlines and work under pressure (E)
- Strong attention to detail ensuring accuracy and thoroughness across all tasks (E)
- Proficient use of Power BI (D)
- Ability to write SQL queries (D)
Knowledge
- Knowledge and experience in analysing and providing assurance on the integrity of large datasets (E)
- Knowledge of payments eco system, payment card fraud risks, transaction processes and fraud risk management. (E)
- Knowledge of chargeback processing, understanding of the liability shifts and the requirements for successfully defending the chargebacks (E)
- Knowledge of the TfL/NR network in London, and the interrelationships between travel modes and Operators (D)
Experience
- Proven experience and capability in interpreting quantitative and qualitative data (E)
- Experience in analysing & assessing data to support conclusions (E)
- Experience in working with complex systems and complex data sets (E)
- Experience of working on fraud and supporting assurance relating to the completeness and accuracy of high-volume transaction processing systems (E)
- Experience of managing chargebacks (E)
- Experience of working on Payment Service Providers’ portals and fraud engines (E)
- Experience in risk, control and assurance related activities (D)
Equality, diversity and inclusion
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria.
Benefits
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the level of role but mostly include the below:
Final salary pension scheme
Free travel for you on the TfL network
Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
30 days annual leave plus public and bank holidays
TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
Private healthcare discounted scheme (optional)
Tax-efficient cycle-to-work programme
Retail, health, leisure and travel offers
Discounted Eurostar travel
Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4 week period. Hybrid working arrangements can evolve subject to business requirements.
We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.
