Fraud Operations Analyst

The role

You will monitor and process fraud alerts, investigate card fraud cases, and manage inbound fraud requests. You will also conduct liability assessments and identify emerging fraud patterns to improve detection.

What you will do

• Monitor and process fraud alerts generated by detection tools in real time, within SLA
• Investigate card fraud cases end-to-end using Back Office systems
• Manage inbound fraud requests via Freshdesk queue
• Process and monitor the Fraud inbox and Customer Dispute Forms for chargeback-related cases
• Document cases accurately and thoroughly in the case management system
• Conduct liability assessments on fraud cases
• Escalate to the Legal team for final sign-off where required
• Identify emerging fraud patterns and typologies from day-to-day casework
• Collaborate with the Decision Intelligence team to feed insights into rule proposals and detection improvements

Required qualifications

• Hands-on experience with fraud monitoring tools
• Background in fraud operations, financial crime, payments, or customer operations
• Highly detail-oriented and comfortable working within structured processes and SLAs
• Can stay calm and methodical when case volumes are high
• Communicate clearly in writing
• Fluent in English
• Familiar with chargeback processes and card scheme rules (Mastercard/Visa)
• Knowledge of relevant regulatory frameworks around liability, including UK and EU requirements

Benefits

• Your own Pleo card
• Catered meals or a lunch allowance on work days
• Comprehensive private healthcare
• 25 days of holiday plus public holidays
• Hybrid and fully remote working options
• Free mental health and well-being support via MyndUp
• Paid parental leave

About the company

Pleo builds spend solutions to make managing money seamless for finance teams and employees. The company consists of over 850 people from over 100 nationalities.