Fraud & Disputes Specialist

About Lendable

Lendable is on a mission to make consumer finance amazing: faster, cheaper, and friendlier. We're building one of the world's leading fintech companies and are off to a strong start:

• One of the UK's newest unicorns with a team of just over 600 people
• Among the fastest-growing tech companies in the UK
• Profitable since 2017
• Backed by top investors including Balderton Capital and Goldman Sachs
• Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot)

• End-to-End Case Ownership: Investigate and resolve complex third-party credit card fraud, consumer card disputes (including Section 75 claims), and chargebacks, ensuring meticulous accuracy and compliance with Mastercard guidelines.
• Customer-Centric Resolution: Communicate empathetically and clearly with customers throughout the process, managing challenging scenarios like account takeovers and scams with professionalism and sound judgment.
• Operational Excellence & Digital Adoption: Execute structured processes using our digital systems, proactively identifying trends and suggesting improvements to controls, workflows, and automation opportunities. You'll be a champion for new technologies, helping us work smarter and faster.
• Continuous Learning: Stay ahead of emerging fraud typologies, regulatory changes, and new operational tools, sharing your expertise and contributing to a collaborative, improvement-focused team environment.

• Essential: Prior experience working with credit or debit card fraud, disputes, or chargebacks.
• Advantageous: Good working knowledge of scheme rules (especially Mastercard) and relevant regulatory standards in the UK and/or USA.
• Ability to confidently navigate and resolve complex customer scenarios with empathy and professionalism.
• Strong organisational and prioritisation skills, thriving in a fast-paced and change-driven environment.
• Digitally savvy and eager to embrace automation and new technologies.
• Detail-oriented and process-driven, with a knack for spotting inefficiencies and suggesting practical improvements.
• Excellent written and verbal English communication skills.

• Customer-Focused: Deeply committed to customer protection and delivering positive outcomes.
• Accountable: Takes personal ownership for every case and champions process enhancements.
• Proactive & Solutions-Oriented: Open to new approaches, including automation and digital transformation.
• Constructive & Collaborative: Eager to identify better ways of working and contribute to a supportive team culture.
• Maintains the highest standards of confidentiality, integrity, and compliance.

• The opportunity to scale up one of the world's most successful fintech companies.
• Best-in-class compensation, including equity.
• You can work from home every Monday and Friday if you wish - on the other days, those based in the UK come together IRL at our Shoreditch office in London to be together, build and exchange ideas.
• Enjoy a fully stocked kitchen with everything you need to whip up breakfast, lunch, snacks, and drinks in the office every Tuesday-Thursday.
• We care for our Lendies' well-being both physically and mentally, so we offer coverage when it comes to private health insurance
• We're an equal-opportunity employer and are looking to make Lendable the most inclusive and open workspace in London

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