Operational Risk Consultant evaluating processes and identifying risks to enhance financial service delivery. Collaborating across teams for effective risk mitigation and compliance.
About the role
- Risk Operations Specialist managing payment disputes and chargebacks while preventing fraud for Trainline. Work involves case handling and proactive fraud prevention in hybrid role.
Responsibilities
- Manage payment disputes and chargebacks, including evidence preparation, case assessment, and submission in line with major card-scheme rules (e.g. Amex, Mastercard, Visa etc.) and internal terms and conditions.
- Review dispute outcomes to accurately document reporting and analysis.
- Work with internal systems and payment service providers to manage disputes efficiently.
- Support fraud investigations for cases escalated by our Customer Service team.
- Perform manual fraud reviews on flagged transactions and accounts, taking appropriate actions on confirmed fraud.
- Contribute to continuous improvement of fraud and dispute processes, including tooling enhancement and rule tuning.
- Maintain accurate documentation and support internal risk operational controls.
Requirements
- Have experience in payments and fraud, dispute or a similar analytical & operational role
- Have good attention to detail and comfort working with structured processes
- Have an analytical mindset: you like understanding *why* something happened
- Are confident working with data, built-in report tools, and adapting to internal systems
- Clear written communication and good documentation habits
- Are curious, enthusiastic, proactive, forward-thinking and eager to learn.
- Work independently and collaboratively, being comfortable with stakeholders’ management and critical thinking.
- Knowledge of SQL and Machine Learning models is a plus, not a requirement, and there will be opportunity to learn about them.
- An interest in fraud, payments, or financial risk (prior experience is a plus, not a requirement)
Benefits
- private healthcare & dental insurance
- generous work from abroad policy
- 2-for-1 share purchase plans
- an EV Scheme to further reduce carbon emissions
- extra festive time off
- excellent family-friendly benefits
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