Job Description

📍 Cardiff | 🏢 3 days per week in office

Fraud/Customer Operations 🚀

Our Fraud Operations team keeps Capital on Tap - and its customers - one step ahead of fraudsters. From spotting application and vetting fraud to protecting customers from scams, this team's work has a direct, visible impact on a fast-growing fintech at scale.

What You’ll Be Doing 🗃️

• Grow and develop a high-performing fraud operations team (circa 10 FTE) covering detection, prevention, investigation and case management across UK and US portfolios.
• Support with building and overseeing strong fraud control frameworks, (rules, models and manual review) to reduce financial loss and operational risk.
• Partner with Data Science and Engineering to improve fraud detection technology, reduce false positives, and streamline investigation workflows.
• Effectively manage KPIs to drive performance excellence and identify improvement opportunities.
• Act as the escalation point for complex or high-value fraud cases, including liaison with law enforcement, Action Fraud, and card schemes.
• Ensure fraud operations identify and appropriately support vulnerable customers and victims of fraud.
• Stay up to date with fraud typologies, regulatory requirements (including APP fraud reimbursement rules and the Payment Services Regulations), and industry best practice.

Our Values & Culture 🌞

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

We’re Looking For 🔎

• An experienced financial services leader specialising in fraud operations, ideally across card payments or consumer credit.
• A proven track record of managing and supporting high-performing teams in fast-paced, dynamic environments.
• A subject matter expert in fraud typologies (card fraud, APP/scam fraud, account takeover, application fraud) with deep knowledge of the regulatory landscape governing them.
• An analytical thinker skilled in interpreting complex data, using SQL to extract the data and then driving evidence-based decision-making.
• A genuine commitment to the fair and appropriate treatment of vulnerable customers and fraud victims.

Interview Process 🤝

• Stage 1: 30 minutes with a Talent Partner
• Stage 2: 60 minutes with our Head of Fraud Operations
• Stage 3: 60 minutes with another Head of

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here