Reports to: Digital Customer Service & Operations Manager
Location: Blackburn
Hours: 36.5 hours per week, Monday to Friday (4.30pm finish on a Friday)
The Fraud Executive Mission
To support the protection of our ecommerce platforms and customers by identifying, investigating, and preventing fraudulent activity across digital channels. The Fraud Executive plays a key role in maintaining a secure and seamless customer journey by applying fraud controls, analysing transaction data, and escalating emerging risks, while ensuring compliance with regulatory and data protection standards.
How you'll drive success
Fraud Operations & Monitoring
* Review and investigate flagged ecommerce transactions using fraud prevention tools
* Identify unusual patterns, anomalies, and emerging fraud trends
* Take appropriate action on suspicious activity, including order cancellation, escalation, or customer contact where required
* Monitor real time alerts and queues to ensure SLA adherence
* Support chargeback management by gathering evidence and tracking outcomes
* Monitor payment activity and highlight potential risks or trends
* Support reconciliation activities in collaboration with Finance
Reporting & Insight
* Produce regular reports on fraud activity, trends, and key metrics
* Provide insights and recommendations to support fraud rule optimisation
* Maintain accurate case documentation and data quality
Compliance & Controls
* Ensure adherence to laws, regulations, and industry standards related to fraud prevention and data protection
* Ensure all investigations are conducted in line with documented processes
* Escalate any risks or control gaps identified during investigations
* Work closely with Customer Service, Digital and Finance teams to support a joined up fraud prevention approach
* Support senior fraud team members with analysis and operational insight
What you'll need to thrive
* Experience in fraud detection or risk operations (ideally within ecommerce or digital retail environments)
* Strong analytical skills with the ability to spot patterns and anomalies
* Familiarity with fraud tools, dashboards, and workflows
* Understanding of fraud typologies and online payment risks
* Experience of GDPR, PCI_DSS for compliance
* High attention to detail and sound judgement
* Clear and confident communicator, able to escalation risks appropriately
* Process driven, organised, and comfortable working in fast paced operational environments
Benefits
Alongside a competitive salary and discretionary bonus, we offer a comprehensive benefits package designed to support your wellbeing, flexibility, and life outside work. This includes generous holiday allowance with the option to buy more, hybrid and flexible working, enhanced family leave, pension and financial protection, wellbeing support, travel schemes, and generous discounts across Pentland Brands and selected retail partners. You can find full details of our benefits and perks on our UK Benefits page.
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