Risk Operations Specialist

About us

We are champions of rail, inspired to build a greener, more sustainable future of travel. Trainline enables millions of travellers to find and book the best value tickets across carriers, fares, and journey options through our highly rated mobile app, website, and B2B partner channels. 

Great journeys start with Trainline 🚄 

Now Europe’s number 1 downloaded rail app, with over 125 million monthly visits and £5.9 billion in annual ticket sales, we collaborate with 270+ rail and coach companies in over 40 countries. We want to create a world where travel is as simple, seamless, eco-friendly and affordable as it should be. 

Today, we're a FTSE 250 company driven by our incredible team of over 1,000 Trainliners from 50+ nationalities, based across London, Paris, Barcelona, Milan, Edinburgh and Madrid. With our focus on growth in the UK and Europe, now is the perfect time to join us on this high-speed journey. 

Introducing the Fraud & Payment team at Trainline 👋

The Fraud & Payment Team is a fast-evolving unit leading fraud prevention in the retail train ticketing space. We proactively analyse transaction behaviours, block fraud attempts, and retain revenue; all while safeguarding customer data and experience. Our Edinburgh-based team blends analytical precision with strategic initiative, tackling both recurring tasks and high-impact projects. With a culture that values ownership and forward-thinking, we create space for individuals to lead and grow.

About the role

We’re looking for a Risk Operations Specialist to join our Fraud Review & Chargeback team.

This is a hybrid role designed to evolve over time. Your role will be split between chargebacks and fraud prevention, with responsibility for protecting Trainline from financial losses and taking proactive action to prevent fraudulent activity.

If you’re interested in payments, fraud, disputes management, and you want a role that grows beyond case handling, this is a great opportunity to build a career in Fraud prevention.

As a Risk Operation Specialist at Trainline, you will... 🚝

• 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.

We'd love to hear from you if you... 🔍

• 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)

More information:

Enjoy fantastic perks like private healthcare & dental insurance, a generous work from abroad policy, 2-for-1 share purchase plans, an EV Scheme to further reduce carbon emissions, extra festive time off, and excellent family-friendly benefits. 

We prioritise career growth with clear career paths, transparent pay bands, personal learning budgets, and regular learning days. Jump on board and supercharge your career from day one! 

We're operate a hybrid model to work and ask that Trainliners work from the office a minimum of 60% of their time over a 12-week period. We also have a 28-day Work from Abroad policy.

Our values represent the things that matter most to us and what we live and breathe everyday, in everything we do: 

• 💭 Think Big - We're building the future of rail 

• ✔️ Own It - We focus on every customer, partner and journey 

• 🤝  Travel Together - We're one team 

• ♻️ Do Good - We make a positive impact 

We know that having a diverse team makes us better and helps us succeed. And we mean all forms of diversity - gender, ethnicity, sexuality, disability, nationality and diversity of thought. That's why we're committed to creating inclusive places to work, where everyone belongs and differences are valued and celebrated.

Interested in finding out more about what it's like to work at Trainline? Why not check us out on LinkedIn, Instagram and Glassdoor!