Bulge Bracket Investment Banks

Posted 12 days ago

No clicks

**Fraud Case Investigator** in Edinburgh, UK, investigates complex fraud claims, supporting victims and preventing criminal proceeds' flows. Key responsibilities include conducting sturdy investigations, managing cases end-to-end, and collaborating with stakeholders. Required is a background in banking/fraud risk, familiarity with Payment Services Regulations, and proven investigative and decision-making skills.

Compensation: Not specified GBP
City: Edinburgh
Country: United Kingdom

Full Job Description

Location: EDINBURGH, MIDLOTHIAN, United Kingdom

Help us stop fraud in its tracks and protect customers when they need us most. In Fraud Operations, you will investigate complex cases, support scam victims, and help prevent criminal proceeds from moving through the financial system. You will join a team that operates around the clock, united by a shared purpose: keeping our customers and our firm safe. If you are customer-focused, resilient, and confident in making informed decisions, this role offers meaningful impact every day. Bring your judgement, empathy, and investigative mindsetand help us fight financial crime together.

Job summary

As a Fraud Case Investigator in Fraud Operations, you will own complex fraud investigations to ensure the right outcomes for our customers and our firm. You will use your knowledge of Payment Services Regulations and relevant reimbursement frameworks to make fair, well-reasoned decisions. You will support scam victims with education and aftercare, including providing tailored support for vulnerable customers. You will work collaboratively with stakeholders while staying accountable for thorough, independent case management.

Job responsibilities

Conduct robust, independent investigations into complex fraud claims in line with Payment Services Regulations to reach the correct outcome

Own end-to-end fraud case management, ensuring decisions are well-evidenced and customer-focused

Support scam victims through education, guidance, and aftercare to help them stay safe going forward

Review escalated fraud complaints and deliver fair outcomes that put the customer at the forefront

Provide tailored support to vulnerable customers, adapting your approach to individual needs

Engage effectively with stakeholders to progress cases and resolve issues efficiently

Make autonomous decisions and seek input from leaders and partners when cases are particularly complex

Manage a high-volume workload across multiple stages of investigation while maintaining quality and timeliness

Identify control gaps and escalate control risks promptly and appropriately

Required qualifications, capabilities, and skills (max 11 bullet points)

Experience applying Payment Services Regulations in a fraud and/or disputes context

Experience working with the Contingent Reimbursement Model code in fraud case decisioning

Experience in UK banking or financial services, with UK fraud and/or risk exposure

Knowledge of complaint handling practices and the Financial Ombudsman framework

Ability to manage a heavy workload across multiple cases with minimal supervision

Ability to conduct structured, evidence-based investigations and document outcomes clearly

Strong written and verbal communication skills, with the ability to explain decisions clearly and sensitively

Customer-first mindset with a proven commitment to delivering high-quality service under pressure

Preferred qualifications, capabilities, and skills (max 7 bullet points)

Experience investigating complex scam typologies (for example, authorised push payment scams)

Experience supporting vulnerable customers in a regulated customer service or investigations environment

Experience handling escalations and delivering outcomes in a complaints function

Experience identifying control weaknesses and contributing to risk and control improvements

Experience working in an operational environment with 24/7 coverage or time-critical casework

Confidence collaborating across teams to resolve issues and improve customer outcomes

#ICB Careers

Protect customers and the firm by investigating complex fraud, supporting scam victims, and delivering fair outcomes.

Full Job Description