Fraud Service Agent

About Jaja 

Our Mission: Empowering our customers to buy, borrow, and build—driven by tech, fuelled by data, and built for the future.

Our Company Values: Care Deeply, Adapt & Thrive, Challenge everything, Go for it! Own it, Make it Simple 

Jaja is an innovative UK based consumer finance business, leading initially with a digital credit card launched in 2018, and a pipeline of consumer finance solutions in the making. 

We are on a mission to redefine the consumer finance experience and liberate customers from needless complexity, wasted time and frustration. Or as we say it, Make Simple. 

We will delight our customers – making the customer experience simpler, more enjoyable, more intelligent – treating customers fairly and giving them more control of their money.

Why Join Us? 

This is a chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever. 
We have a collaborative team structure fuelled by an exciting mix of people, welcoming experienced people from the industry with both feet on the ground and tech-savvy dreamers who pave way for the new stuff. Come as you are and be yourself!  

This role requires at least two days per week on-site at our Manchester office (XYZ Building 2, Floor 1, Suite 5, Hardman Boulevard, M3 3AQ). Please only apply if you’re able to meet this requirement. 

What’s the opportunity

The Fraud Service Agent is responsible for completing fraud operations tasks designed to ensure Jaja is compliant, and our customers and the business are protected from fraud risks and losses. The successful candidate will be comfortable engaging directly with customers, working independently and autonomously, but with oversight from the Fraud Team Lead.    

You will work in a dynamic fast paced environment for a business that is shaking up the Consumer Finance industry. Working with a passionate set of colleagues who excel at delivery you will have a varied and interesting portfolio of activity that is not constrained by the status quo.     

What you’ll be doing (including but not limited to the following)  

Handling fraud related customer enquiries via inbound and outbound phone calls as well as webchat and email interactions. 

Delivering an exceptional customer experience to individuals impacted by fraudulent activity. 

Investigating credit card fraud & financial crime application and transactional fraud alerts, which may involve interaction directly with the customer.      

Close collaboration with Fraud & Financial Crime Strategy Leads through the observation of latest trends - providing a crucial feedback loop to inform our fraud strategy.  

Skills and Experience 

Proven Call Centre Experience: Demonstrated success in dynamic call centre environments. 

Frand Expertise: At least 1 year experience working in a fraud team within the financial services sector. 

Exceptional verbal Communication Skills – Empathetic, a good listener, ability to handle calls with vulnerable customers 

Adaptability: Thrives in fast-paced, ever-changing environments. 

Organizational Mastery: Strong organizational and time-management skills. 

Customer Journey Insight: Comprehensive experience across the entire customer journey 

You should apply if: 

You care deeply about helping customers and supporting them in the event of fraud issues  

You’ve been involved in a fraud or customer service function previously  

You like working in a modern and comfortable office where everyone works together to achieve collective goals  

Have strong literacy skills  

What we’re doing at Jaja excites you!  

What's in it for you?  

The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever   

Competitive salary   

Opportunity for flexibility to support work-life balance

Pension contributions 

Bonus potential 

Private medical cover 

25 days annual leave (FTE) plus UK bank holidays and your birthday off (with an additional day added for each full calendar year worked, up to a maximum of 30 days). 

4x life insurance cover 

Employee assistance program