Fraud & Chargeback Team Lead

As Head of Fraud & Chargeback at Plum, you own and steer the fraud prevention and chargeback functions, building scalable, customer-centric processes aligned with regulatory and scheme requirements. You lead a team to detect, investigate and mitigate fraud while reducing losses and improving experience, collaborating across Compliance, Product and Engineering. You drive an improvement roadmap, stay ahead of fraud trends, and mentor a growing team in a fast-paced fintech environment. This role shapes Plum’s approach to secure, accessible financial guidance at scale.

• Stock options
• Private health insurance
• Annual training budget
• Flexible approach to remote working
• 25 days holiday + bank holidays
• 2 weeks sabbatical after 4 years

• Own Fraud & Chargeback processes and customer journeys, ensuring effectiveness and regulatory alignment
• Manage day-to-day operations of the Fraud & Chargeback team, prioritising delivery against targets
• Investigate fraud types (ATO, ID Theft, Card Fraud, APP) with countermeasures to minimise losses
• Guide Disputes team through complex investigations and escalations
• Monitor, detect, and present fraud findings to senior stakeholders
• Lead continuous improvement of processes, tooling, products, and controls
• Collaborate with Compliance, Product and other teams to define requirements and execute improvements
• Stay updated on fraud trends and regulatory changes, adapting strategies
• Mentor and coach team members and support career progression
• Maintain up-to-date SOPs, workflows, and training materials
• Be the main contact for partners, coordinating daily activities and issue resolution

• 4+ years in a similar role with at least 1 year in a managerial capacity
• Experience owning/improving fraud and chargeback processes in fintech or regulated financial services
• Strong knowledge of fraud/disputes processes and customer-centric operations
• Solid understanding of Visa disputes and transaction processing; Direct Debit lifecycle (BACS & SEPA) including chargebacks
• Hands-on investigations across fraud typologies (ATO, ID Theft, Card Fraud, APP)
• Strong organisational and communication skills
• Proactive, hands-on problem-solving mindset
• Empathetic, developmental leadership style focused on coaching
• Experience in a startup environment is a plus

• Empathy and developmental leadership
• Strong communication and collaboration
• Proactive problem-solving and decisiveness
• Fraud and disputes processes
• ATM/online/card fraud investigations
• ATO, ID Theft, Card Fraud, APP knowledge