Fraud and Disputes Team Lead

Hey! We’re Plum, your smart saving and investing app on a mission to help grow money for life. Whether you’re stashing the cash for tea and toast in your first home or catching some rays during retirement, Plum’s got your back.

Since 2016, over 2 million people in 10 European markets have set aside more than £2 billion with our clever automation and AI – that’s the magic of Plum! As recognition for our work, we’ve received awards from the likes of Deloitte, Finder, and more.

That’s all down to our passionate team of 200+ Plumsters, who work around Europe to help us achieve our mission. And now we’re looking for more brilliant people to join us on our journey.

The Role

An exciting opportunity to take ownership of the Fraud and Chargeback team at Plum. You will be responsible for a team of specialists and leading strategic initiatives to make product and process improvements to increase our fraud prevention capabilities and improve customer experience. The role will be based in our Athens or Nicosia Offices.

You Will

• Look after the day to day operations of the Fraud and Disputes team and allocate their daily tasks.
• 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.
• Proactively suggest product, internal tooling and process improvements. Gain stakeholder support and collaborate closely with Compliance, Product and other teams to implement changes.
• 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.
• 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.

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 🦄🌈💯

If you think this sounds like a bit of you then 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.