Fraud Operations SME

Trust unlocks our greatest potential.

For decades, the clearing of payments remained unchanged and unchallenged. We asked, what if there was a better way? What if we could make banking infrastructure faster, safer, more reliable, and easier to access for all? Here is where you can think radically and responsibly to find the best solution.

What happens when you know you’re inherently trusted? Trust creates safety. Safety encourages you to be brave, to challenge, to fail, to try new things and to execute. At ClearBank everything revolves around trust. We’re not expected to earn it, but we are expected not to break it. We’re trusted to own it. To solve issues in the moment. To know a good risk when we see one, and the judgement to know that ‘can’ doesn’t always mean you ‘should’.

What you can expect:

ClearBank is a place where you can do things differently and challenge the status quo. We will give you a high level of autonomy and transparency, and we trust you to make the right decisions for the bank.

If that excites you, how about joining our Financial Crime Operations Team as a Fraud Operations SME? Reporting into the Fraud Manager, you will support the day-to-day delivery of fraud operations and help strengthen our fraud controls across cards and payments. You will be supporting the Fraud SME and wider team to design, operate and continuously improve fraud operations processes across the bank, whilst acting as the primary lead for fraud operations processes, you will play a pivotal role in both designing and running the day-to-day operation, and provide constructive feedback regarding ways of working and improvements.

Your role includes:

Fraud Operations Process Design

• Design and document end‑to‑end fraud operations processes covering card and current account fraud, including: Fraud claims intake and triage, Investigation workflows, Escalation and decisioning frameworks, Incident and linked‑case handling, Quality control and assurance

• Translate policy, regulatory and risk requirements into clear, executable operational processes

• Develop playbooks, SOPs, and guidance materials that support consistent investigator decision‑making

• Ensure processes are audit‑ready, scalable, and aligned to customer and regulatory expectations

Running Fraud Operations (BAU Execution)

• Personally run and oversee fraud casework where required, particularly: Complex or high‑risk cases, New fraud typologies, Operational backlogs or capacity gaps

• Act as a senior decision‑maker on fraud outcomes, reimbursements, and escalations

• Ensure operational SLAs, service standards, and quality expectations are met

• Lead fraud operations during fraud spikes, incidents, or emerging threat events

Escalations & Expert Decision‑Making

• Act as the primary escalation point for difficult, ambiguous, or sensitive fraud cases

• Make final decisions using personal fraud expertise alongside evidence gathered by investigators or analysts

• Identify linked‑incident patterns or signs of organised fraud across operational casework

• Escalate material risks, trends, or control issues to Fraud SME, Risk, or senior stakeholders as required

Embedding & Owning Operational Capability

• Ensure fraud processes are fully embedded across the business, not just documented

• Support onboarding and coaching of new fraud staff by designing how work should be done, then demonstrating it in practice

• Act as the operational authority for “how fraud is worked” within the organisation

• Continuously refine processes based on real operational outcomes and learning

Fraud Typologies & Operational Risk Insight

• Maintain deep, practical knowledge of fraud typologies including: E‑commerce and digital wallet fraud, Authorised Push Payment (APP) fraud, Account takeover and social engineering

• Use operational insight to inform fraud prevention, analytics, and control improvement activity

• Identify gaps between fraud policy, prevention controls, and actual operational reality

Fraud Prevention & Continuous Improvement

• Work closely with fraud prevention, analytics, product, and technology teams to: Inform rule and control design from an operational perspective, Validate whether controls are genuinely reducing fraud rather than shifting workload

• Support implementation of new tooling, systems, or operating model changes

• Act as the operational bridge between strategy and execution

What you’ll bring:

To excel in this role, you’ll also need:

• Deep Understanding of Fraud Operations: Strong practical understanding of end-to-end fraud operations for cards and/or payments (alert handling, triage, investigations support, decisioning, documentation, and escalations)

• Working knowledge and exposure to core fraud management capabilities, systems and controls

• Alert/rules monitoring and basic tuning support (working with others to optimise data, rules, and queue performance)

• Fraud case triage, investigation support, and consistent decision documentation

• Supporting customer outcomes overseeing accurate operational handling of fraud loss refunds, disputes, and complaint inputs (working with customer-facing teams)

• Accurate internal reporting (case notes, trend summaries, and operational performance tracking)

• Supporting control assurance teams in their activities (sampling, QA checks, evidence gathering) and escalating findings to the Fraud SME

• Operational responses to different fraud typologies

• Experience using technology-based fraud systems and processes (detection, prevention, containment) and working with others to raise improvements and test changes

• Experience using investigation case management tooling (or equivalent workflows)

• Investigative Skills: Ability to analyse data, identify patterns, and draw conclusions related to fraud

• Excellent Communication Skills: Ability to communicate complex information clearly and concisely, both verbally and in writing

• Problem-Solving Abilities: Ability to identify and resolve fraud-related issues effectively

• Exposure to Relevant Regulations: Working knowledge of relevant UK laws and regulations related to fraud and financial services

• Technical Proficiency: Familiarity with fraud detection tools, databases, and other relevant technologies

• Organisation and Task Management: Ability to manage a busy workload, prioritise effectively, and meet deadlines, with oversight and support from the Fraud SME

Regretfully we are not able to sponsor applicants for immigration purposes at the current time.

What makes a great ClearBank team member? Does this sound like you?

• You focus on solutions and positive outcomes, thinking radically and responsibly to find the best result for our customers, your colleagues and the bank;

• You actively seek feedback from others to drive your growth and development, always assuming positive intent from others and develop strong, trusting relationships you’re your colleagues and customers: you really, genuinely care;

• You always strive for the highest quality, but you know that done is better than perfect; you welcome a challenge knowing that they learn as you go and iterate;

• ‘I’ before ’we’, isn’t in your vocabulary

If this sounds like you then we encourage you to dust off that CV and apply!

What we offer in return:

• We're flexible – We support a culture of flexibility which allows our employees to achieve a strong work-life balance.

• Offices – Work in a way that works for you – whether that’s in the London office, at home, or hybrid.

• Holiday – 27 days of annual leave per year, plus bank holidays.

• Holiday buy/sell - Buy or sell up to five days of annual leave each year and shape your year around what matters most.

• Work abroad – You have the flexibility to work outside of the UK for up to 30 days in a rolling 12-month period.

• Socials – Regular social events open to all.

• Holiday swap – Option to swap your bank holidays to any other day of your choice.

• Wellbeing – 24/7 employee assistance programme including mental health support, life assurance and income protection.

• Bigger than ClearBank – Take a couple of days per year to do something that matters to you.

• Healthy living – Private healthcare and discounted dental cover, with employee perks and discounts.

• Family – Enhanced family-friendly leave.

• Personal development – We offer personal development budgets, opportunities to take part in role-related training and unlimited LinkedIn Learning.

And not forgetting the biggest benefit of all. The opportunity to be part of an incredible team that’s building a tech-bank fit for the future.

A little bit more about us! 

ClearBank is Where You Can belong: 

At ClearBank we think about Diversity, Equity and Inclusion (DE&I) a lot. Not because we think we should. But because we know we should – how else can we build a happy workforce and be successful as a business. We’re committed to making sure our teams reflect society. And we put energy and effort into making this a place where everyone feels at home, where they’re given the trust and encouragement to do their very best work. Here are some of the things we’re most proud of: 

• 42% of our senior management roles are held by women 

• Our enhanced family leave policies

• Launching our partnership with Code First Girls 

• Increasing awareness of neurodiversity in the workplace through our partnership with the Inclusive Group 

Our hiring process and what you can expect:

Application: a member of our talent acquisition team will review your application against the key requirements for the role and let you know within two weeks whether you’re moving forward to the next stage; 

Screening: You’ll spend 30-45 minutes speaking to one of our recruiters learning more about the role and ClearBank, and we’ll get it know more about you, your experience and how your skills align with the role (this will be via phone or Teams video call). You can expect to hear back from us within seven days following this meeting (if things are taking longer than expected, we’ll let you know that too); 

First Interview: You’ll spend one hour with a member of our hiring team focusing on your skills, competencies and your ways of working at the same time we’ll give you time to ask more questions about the role, the team and learn more about the ClearBank culture. This will be via Teams.  

Second Interview: This will be a competency-based interview with one or more members of our team.

Final Stage: You will have a final meeting with the Head of Department. This will be around 45-60 minutes.  

Offer: Congratulations! Get ready to transform banking forever! 

Our commitment to you as a candidate: 

We will always try our best to get back to you within seven days of your interview whether you’ve been successful or not and provide you with feedback. Sometimes things take a little longer, so we may not have a decision to share but we will get it touch to let you know we need a little more time.  

We’re unable to provide specific individual feedback at the application or screening stage but know that your application was reviewed and considered carefully.  

We wish you the best of luck with your application and maybe we’ll be celebrating your new role at ClearBank soon!  

Equal Opportunities

ClearBank is committed to ensuring equal opportunities throughout every stage of the recruitment process. ClearBank recognises that diversity is vital to the long-term success of the business in the communities and markets in which it operates. ClearBank is also a firm believer that an inclusive culture fosters greater employee engagement and collaboration. 

ClearBank strives for diversity and inclusion of all forms, including (but not limited to): gender, age, educational and professional background, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief and sexual orientation. 

As part of the Company’s commitment to equal employment opportunity, we provide reasonable adjustments, to candidates during the recruitment process, including to individuals with disabilities. We want to create a safe space that welcomes everyone so please let us know how we can accommodate you. In case you have any accessibility requirements you can share that with our Talent Acquisition team prior to your interview stage, if applicable. 

The legal bit

By submitting your CV to ClearBank Limited you are providing your consent for us to use the information you provide for recruitment purposes. For more information on how we manage your data go and check out our Candidate Privacy Notice on the ClearBank website to see how we process, manage and look after your data. You are also allowing us to communicate with you by email and telephone for recruitment purposes.