About this role
Suspense thrives on uncertainty, a calculated pause that draws in the observer. In this pause, placeholders emerge as valuable cues. Their very presence suggests that what is yet unseen could hold the answers, a revelation or a solution. When used thoughtfully, a placeholder can tease and compel, engaging the imagination.
Responsibilities
In websites, a loading spinner is no different than the ellipsis of a suspenseful plot twist; it tells the viewer that what is coming is worth waiting for. Key benefits of effective placeholders include:
- Maintaining engagement: By signaling more to come, placeholders prevent user drop-off.
- Setting expectations: Clear, well-placed placeholders hint at what content is coming next, adding structure.
- Building suspense: The anticipation of more content holds attention, just as in storytelling.
Placeholder content, however, must tread a careful line. Too sparse, and it risks undermining its own suspense; too dense, and it overwhelms with unnecessary clutter. The balance lies in leaving just enough room for the mind to wander and fill the gaps.
About the role
About the role:
As a Fraud & Disputes Specialist, you'll be at the forefront of protecting our credit card customers and business from financial crime, playing a vital role in our Fraud and Financial Crime Team. You'll have end-to-end ownership of complex investigations, making a direct impact on customer experience, and the effectiveness of our UK & US card products.
Key Responsibilities:
End-to-End Case Ownership: Investigate and resolve complex third-party credit card fraud, consumer card disputes (including Section 75 claims), and chargebacks, ensuring meticulous accuracy and compliance with Mastercard guidelines.
Customer-Centric Resolution: Communicate empathetically and clearly with customers throughout the process, managing challenging scenarios like account takeovers and scams with professionalism and sound judgment.
Operational Excellence & Digital Adoption: Execute structured processes using our digital systems, proactively identifying trends and suggesting improvements to controls, workflows, and automation opportunities. You'll be a champion for new technologies, helping us work smarter and faster.
Continuous Learning: Stay ahead of emerging fraud typologies, regulatory changes, and new operational tools, sharing your expertise and contributing to a collaborative, improvement-focused team environment.
Your Experience & Skills:
Essential: Prior experience working with credit or debit card fraud, disputes, or chargebacks.
Advantageous: Good working knowledge of scheme rules (especially Mastercard) and relevant regulatory standards in the UK and/or USA.
Ability to confidently navigate and resolve complex customer scenarios with empathy and professionalism.
Strong organisational and prioritisation skills, thriving in a fast-paced and change-driven environment.
Digitally savvy and eager to embrace automation and new technologies.
Detail-oriented and process-driven, with a knack for spotting inefficiencies and suggesting practical improvements.
Excellent written and verbal English communication skills.
Your Profile & Approach:
Customer-Focused: Deeply committed to customer protection and delivering positive outcomes.
Accountable: Takes personal ownership for every case and champions process enhancements.
Proactive & Solutions-Oriented: Open to new approaches, including automation and digital transformation.
Constructive & Collaborative: Eager to identify better ways of working and contribute to a supportive team culture.
Maintains the highest standards of confidentiality, integrity, and compliance.
Interview Process:
1) A 15 minute Cognitive Assessment
2) A 30 minute call with a member of the Talent team
3) An onsite Interview and assessment with the Fraud & Disputes Manager
4) Interview with the Head of Fraud and Financial Crime
About Lendable
Lendable is on a mission to build the world's best technology to help people get credit and save money.
Founded in 2014
Profitable since 2017
Unicorn in 2021
Backed by Balderton, Goldman Sachs and Ontario Teachers' Pension Plan
Loved by customers & employees with top reviews on Glassdoor and Trustpilot
So far, we’ve rebuilt the big three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days. We’re growing fast, and there’s a lot more to do. We’re going after the two biggest Western markets (UK and US) where trillions are held by big banks with dated systems and painful processes.
Life at Lendable
The opportunity to scale up one of the world’s most successful fintech companies
Best-in-class compensation, including equity
You can work from home every Monday and Friday if you wish - on the other days we all come together IRL to be together, build and exchange ideas
Our in-house chefs prepare fresh, healthy lunches in the office every Tuesday-Thursday
We care for our Lendies’ well-being both physically and mentally, so we offer coverage when it comes to private health insurance
We're an equal opportunity employer and are keen to make Lendable the most inclusive and open workspace in London