Fraud & Disputes Manager (Cards)
London
Operations (CS, Collections, Complaints, Fraud and Fincrime, Ops, QA) – Fraud and Fincrime Team /
Full time /
Hybrid
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 400 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)
So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days.
We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes.
Join us if you want to
> Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1
> Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo
> Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting
About Lendable
As the Card Fraud and Disputes Manager, you will lead a dedicated team responsible for managing fraud and disputes related to our credit card products. This includes:
> Investigating customer claims concerning unauthorised transactions, account takeover fraud, and scams.
> Resolving consumer dispute claims, investigating Section 75 claims, and processing Mastercard chargebacks.
You will motivate your team to excel and deliver high-quality outcomes, provide expert guidance on complex cases, ensure regulatory compliance, achieve fair customer outcomes, and optimise chargeback recovery rates. Additionally, you will set team targets, monitor performance, and offer coaching.
Your role will also involve driving operational enhancements and efficiencies through broad business collaboration and documented process improvements. You will provide regular updates on team performance, customer resolution speed, operational challenges, key risks, and fraud trends to senior management.
Your experience
- In-depth knowledge of credit card fraud typologies, disputes, and chargebacks.
- Familiarity with industry-standard approaches to credit card fraud and disputes.
- Proven experience leading teams, preferably within a fraud or dispute context.
- Experience in implementing new fraud or disputes processes.
Your profile
- Excellent written and verbal English communication.
- Great organisation skills, comfortable with working in a fast-paced environment.
- Hands-on approach, staying close to process detail and case outcomes.
- Effective at coaching and enhancing performance.
- Well-connected within the industry and knowledgeable about current fraud trends.
Interview process
- An introductory call with a member of the Talent Team.
- A remote video interview with the Head of Fraud & Financial Crime.
- Final round interviews are in-office with a Card Product Manager and the Director of Operations Strategy.
Life at Lendable (check out our Glassdoor page)
> 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 we all come together IRL to be together, build and exchange ideas.
> Our in-house chef prepares fresh, healthy lunches 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
