Fraud Service Agent

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    "jobOpeningName": "Fraud Service Agent",
    "departmentLabel": "Operations",
    "employmentStatusLabel": "Full Time Permanent"
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    "location": {
      "city": "Manchester",
      "state": "Greater Manchester",
      "postalCode": "M3 3AQ",
      "addressCountry": "United Kingdom"
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    "datePosted": "2026-03-06",
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    "description": "<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 18pt\"><span style=\"font-weight: bold\">About Jaja</span> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Our Mission: </span>Empowering our customers to buy, borrow, and build—driven by tech, fuelled by data, and built for the future.</span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Our Company Values</span>: Care Deeply, Adapt &amp; Thrive, Challenge everything, Go for it! Own it, Make it Simple </span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"color: windowtext\">Jaja is an innovative UK based consumer finance business, leading initially with a digital credit card launched in 2018, and a pipeline of consumer finance solutions in the making. </span><br></span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"color: windowtext\">We are on a mission to redefine the consumer finance experience and liberate customers from needless complexity, wasted time and frustration. Or as we say it, Make Simple. </span><br></span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"color: windowtext\">We will delight our customers – making the customer experience simpler, more enjoyable, more intelligent – treating customers fairly and giving them more control of their money.</span><br></span></p>\n<p><br></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 18pt\"><span style=\"font-weight: bold\">Why Join Us?</span> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span>This is a chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever. </span><br><span>We have a collaborative team structure fuelled by an exciting mix of people, welcoming experienced people from the industry with both feet on the ground and tech-savvy dreamers who pave way for the new stuff. Come as you are and be yourself! </span><span> </span></span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"> </span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt; font-weight: bold\"><span style=\"color: rgb(72, 65, 63); font-weight: bold\">** This role requires being in our Manchester office 2 days a week, so please only apply if you're comfortably able to meet this requirement (XYZ Building 2, Floor 1, Suite 5, Hardman Boulevard, M3 3AQ)</span></span></p>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-size: 18pt; font-weight: bold\">What’s the opportunity</span><br></span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span>The Fraud Service Agent is responsible for completing fraud operations tasks designed to ensure Jaja is compliant, and our customers and the business are protected from fraud risks and losses. The successful candidate will be comfortable engaging directly with customers, working independently and autonomously, but with oversight from the Fraud Team Lead.   </span><span> </span></span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span>You will work in a dynamic fast paced environment for a business that is shaking up the Consumer Finance industry. Working with a passionate set of colleagues who excel at delivery you will have a varied and interesting portfolio of activity that is not constrained by the status quo.    </span><span> </span></span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\"><span><span style=\"font-size: 18pt\">What you’ll be doing</span> </span></span></span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\"><span>(<em>including but not limited to the following) </em></span><em> </em></span></span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span>Handling fraud related customer enquiries via inbound and outbound phone calls as well as webchat and email interactions.</span><span> </span></span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span>Delivering an exceptional customer experience to individuals impacted by fraudulent activity.</span><span> </span></span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span>Investigating credit card fraud &amp; financial crime application and transactional fraud alerts, which may involve interaction directly with the customer.     </span><span> </span></span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span>Close collaboration with Fraud &amp; Financial Crime Strategy Leads through the observation of latest trends - providing a crucial feedback loop to inform our fraud strategy. </span><span> </span></span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 18pt\"><span style=\"font-weight: bold\">Skills and Experience</span> </span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\"><span>Proven Call Centre Experience</span></span><span>: Demonstrated success in dynamic call centre environments.</span><span> </span></span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\"><span>Fraud Expertise:</span></span><span> At least 1 year experience working in a fraud team within the financial services sector.</span><span> </span></span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\"><span>Exceptional verbal Communication Skills </span></span><span>– Empathetic, a good listener, ability to handle calls with vulnerable customers</span><span> </span></span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\"><span>Adaptability: </span></span><span>Thrives in fast-paced, ever-changing environments.</span><span> </span></span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\"><span>Organizational Mastery: </span></span><span>Strong organizational and time-management skills.</span><span> </span></span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\"><span>Customer Journey Insight:</span></span><span> Comprehensive experience across the entire customer journey</span><span> </span></span></li>\n</ul>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"> </span></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 18pt\"><span style=\"font-weight: bold\">You should apply if</span></span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span>You care deeply about helping customers and supporting them in the event of fraud issues </span><span> </span></span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span>You’ve been involved in a fraud or customer service function previously </span><span> </span></span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span>You like working in a modern and comfortable office where everyone works together to achieve collective goals </span><span> </span></span></li>\n</ul>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span>Have strong literacy skills </span><span> </span></span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span>What we’re doing at Jaja excites you! </span><span> </span></span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\"><span style=\"font-size: 18pt; font-weight: bold\">What's in it for you? </span> </span></p>\n<ul>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever   </span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Competitive salary   </span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Pension contributions, including Salary Exchange facility </span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Annual bonus potential</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Private medical cover provided by Vitality (optional benefit)</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">25 days annual leave (FTE) plus UK bank holidays (with an additional day added for each full calendar year worked, up to a maximum of 30 days). </span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Your birthday off each year as an additional day's holiday</span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">4x life insurance cover </span></li>\n<li><span style=\"font-family: arial, helvetica, sans-serif; font-size: 12pt\">Access to our confidential Employee assistance programme </span><br></li>\n</ul>",
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