Payments & Fraud Operations Specialist – Out-of-Hours

About the role

We are looking for a Payments & Fraud Operations Specialist to provide out-of-hours coverage, ensuring the stability, integrity and security of our payment systems during evenings, nights, weekends and public holidays. The role sits at the intersection of customer support, payments operations and fraud, reporting to the Head of Fraud Operations.

Key responsibilities

• Act as the primary front-line contact for urgent out-of-hours customer inquiries, handling card blocking/unblocking, PIN resets, activation issues and account access support.
• Monitor payment processing, authorisations and declines outside core hours, investigate failures and perform first-line incident triage.
• Conduct real-time transaction monitoring, investigate suspicious activity and take immediate actions such as blocking cards or restricting accounts.
• Triage and prioritise incidents across payments and fraud domains, follow escalation protocols and produce hand-overs for the next business day.
• Identify recurring issues, contribute to process improvements, refine monitoring and alerting procedures and support the development of out-of-hours runbooks.

Required profile

• 3-4+ years of experience in payments operations, fraud operations or fintech operations.
• Strong analytical and problem-solving skills with the ability to make confident, playbook-driven decisions under pressure.
• High attention to detail, structured investigative approach and excellent written and verbal communication.
• Comfortable working independently during non-core hours and proactive in identifying risks.

Required skills

• Experience with monitoring tools and ticketing systems such as Thredd, FraudAdvantage, Jira and Slack.
• Familiarity with Visa/MC Connect or similar card network platforms.
• Data analysis using Excel; SQL knowledge is a plus.

What we offer

• Attractive remuneration and benefits package.
• Flat hierarchy, transparent communication and a relaxed professional atmosphere.
• Flexibility with the possibility to work remotely.
• Pliant Card with monthly credit to explore the product and enjoy meals with colleagues.
• Equal‑opportunity employer committed to an inclusive hiring process.