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Senior Fraud Ops Associate

Yonder

Yonder

Accounting & Finance, Operations
London, UK
Posted on Friday, February 23, 2024

What’s Yonder?

“It's as if Time Out, Amex and Monzo had a baby” - Will T, Yonder Member

We’re building the financial membership of the future. Starting with a credit card that has fun and experiences at its core, we’re the antithesis to your dad’s stuffy, corporate, boring credit card.

Whilst tech is revolutionising the finance industry, credit is still stuck in the stone ages. We want to create a world where financial services are fair and conscious, and the stress of debt is eliminated for everyone.

We announced our £62.5M Series A raise in 2023 and we’re backed by some of the best in the business and have attracted top talent from the likes of Monzo, Wise and ClearScore.

Sounds cool. What’s my part in this?

Our Senior Fraud and Financial Crime Manager George is looking for someone to join the Fraud Team, and help us pave the way in Fraud Prevention, Detection and Response to create a world-class, industry-leading Fraud Team, with a focus on exceptional customer service and a passion for fraud prevention!

This is an amazing opportunity to learn and grow in a fast-paced environment which will allow you to showcase your skill and have ownership and impact on our mission - you’ll be joining our journey at a point where you’ll be helping to build the future of the Fraud function within the business, playing a crucial role in driving our success through process writing, investigation, and by bringing your expert fraud knowledge to the to the table.

Shift working:

While we’re getting you settled in you’ll be working Monday - Friday, 9am - 6pm, but once you pass your probation, you'll work a compressed work week pattern of 40 hours a week per week (4 days x 10 hours per day shifts), Monday - Sunday. However, all contracts across operations are on a 24/7 and could change to meet business needs. You’ll also be on-site 3-days a week in our London Office, working collaboratively alongside the wider team in person and embracing the challenge together!

Key Responsibilities:

  1. Fraud Investigation: Dive deep into customer claims of fraud, utilising powerful tools to uncover accurate conclusions, challenging the way we work to shape our strategy, and ensure we’re maintaining the highest standards across Transaction Fraud, Application Fraud, Account Takeover and MORE! This means…

    • Working on the front line of Fraud detection by reviewing fraud alerts, proactively spotting potential fraud trends and sounding the alarm for swift action.

    • Raising chargebacks with Merchants, ensuring that we meet all chargeback timelines, regulations, and requirements - reducing our net Fraud Loss, and supporting business targets.

    • Helping to protect our customers by supporting the optimisation of rules, in our range of fraud prevention tools.

  2. Customer-Centric Fraud Resolution: Immerse yourself in the world of fraud customer support as you champion exceptional customer outcomes, and processes.

    • Working directly with our customers, and with victims of fraud to make their journey with us the best it can be. You’ll be showing empathy and understanding to support our customers throughout.

  3. Fraud Expertise: Act like an owner, and showcase your fraud fighting ability - work with other teams within the business to reduce loss, while reducing friction for our valued members and driving great customer outcomes.

    • Stay ahead of the game, and keep up-to-date with industry trends, raising and owning changes for any gaps you spot in our strategy.

    • Collaborate effectively with fellow Yonderers to streamline our resolution processes, and bring your expertise to projects and business decisions.

    • Embrace diversity! We’re growing fast, and no two days are the same. You should be prepared to get stuck in and ‘figure it out’ - and where something needs building, take on the challenge to build it!

Who you are…

You're the perfect match if:

✅ You work well in a fast-paced environment with enthusiasm and flexibility that knows no bounds, ready to get stuck in and learn fast.

✅ You’re inspired by taking ownership in the face of ambiguity, to drive exceptional service and outcomes.

✅ You’re the team player we're looking for! Willingly take on additional responsibilities to support your colleagues and drive our success.

✅ You question the status quo and champion continuous improvement.

You won’t be a great fit if:

❌ You require established process, structure and direction to thrive and shine - we’re a small team, and we’ll do everything we can to support you, but you’ll need to come in and hit the ground running!

❌ You aren’t passionate about the impact of your role and the value that it brings to our members - our Members are the reason we’re here, and the service we deliver them should be exceptional.

❌ You aren’t prepared to step outside your comfort-zone and learn quickly - no 2 days are the same at Yonder, and you’ll need to be ready to get stuck into the challenge of the day!

What you’ll bring…

Essential:

  • Great working knowledge of fraud typologies and behaviours within a financial services environment, and clear knowledge of industry best-practice, and regulatory requirements.

  • Demonstrated capability of leading fraud investigations, and making accurate and justified decisions.

  • Experience working directly with customers, and resilience when dealing with complex customer interactions.

  • Self-starter attitude, bringing enthusiasm and passion to the role, and ready to challenge the status quo.

Bonus points:

  • Experience working within a credit card environment, especially in a FinTech or Startup!

  • In-depth knowledge of regulatory requirements and recent/upcoming changes that will change the way we work.

  • Analytical skill, using Excel, SQL, Python, R, etc, will be advantageous, and allow you to get stuck in with understanding and building our rules and reporting!

  • Process management or business analytics experience, building or amending business processes.

  • Exposure to broader Financial Crime concepts, including Anti-Money Laundering, Counter Terrorist Financing, Anti-Bribery and Corruption & Internal Fraud/Audit.

What’s it like working at Yonder?

Join us at Yonder, where every day is an opportunity to make a difference in the world of dispute resolution and fraud investigation. We can't wait to welcome you to our enthusiastic and customer-centric team!

🏢 We’re office-first, remote-friendly

We’re based in our Old Street office, complete with a terrace, breakfast, coffee, dogs and plenty of comfortable space to do your best work. We ask you to come in to the office at least 3 days a week, with everyone coming in on Mondays.

🤍 We take a values led approach

Our principles are incredibly important to us, so we recommend you check them out here: Our DNA

💪 We work hard (but have fun whilst we do it)

Everyone at Yonder gets stuck in and contributes to the wider success of the business. It is incredibly rewarding but don’t expect a normal 9-5.

📚 We take development really seriously

We have a pretty structured process for progression, with fortnightly one-on-ones and quarterly peer perspectives. We want our people to grow faster than our business.

What’s in it for me?

Depending on your skill set and what you can bring from day one, you’ll be looking at:

💰 £35,000 - £42,500 annual salary

📈 £23,125 - £35,000 in stock options

Plus

✈️ 35 holidays (27 days annual leave + 8 days public leave)

⛷ Regular team-building trips and activities

❤️‍🩹 Private healthcare with Aviva, including mental health, dental & vision cover

🐣 16 weeks enhanced parental leave

🐙 Financial coaching with Octopus Money

🧠 Learning and training allowance (£500/year)

🍳 Monthly team breakfast

⛳️ Monthly team events like Mini-golf, Escape Room, Cocktail making

🚴 Cycle-to-work scheme

☕️ Fresh pour-over coffee made by our very own CEO, Tim

What’s the application process like?

We take the candidate experience really seriously, so we’ve made the process as transparent as possible. We also promise to be super responsive, and will never leave you wondering where you stand for weeks on end. Here’s how it works:

  • Stage 1: Hiring manager call (30 mins):

    We'll have an initial Zoom call with you to find out more about you and to tell you more about us.

  • Stage 2 (Take Home):

    • Technical Task: Complete a technical task to demonstrate your fraud fighting excellence, and showcase your keen eye for detail, and put your exceptional knowledge of fraud to the test.

  • Stage 3 (Face-to-Face):

    • Experience interview: (60 min) We’ll deep dive into your CV and talk about your experience, and give you an opportunity to show us what you know!

    • Values interview: (60 min) We want to learn more about how you work - we’ll ask you questions related to our principles (Our DNA)

    Stage 3 will be in-person in our office on the same day with a 15 min comfort break in between. ☕️

  • Stage 4: Offer 🤩 If everyone’s happy, we’ll make you an offer to join us 🎉

    All offers are subject to right to work & criminal background checks.