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.
Pay / Benefits
Stock options
Private health insurance
Annual training budget
Flexible approach to remote working
25 days holiday + bank holidays
2 weeks sabbatical after 4 years
Responsibilities
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
Key requirements
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
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