About the team:

SumUp's Risk and Fraud team sits at the heart of keeping our financial products safe for the millions of small businesses and consumers who rely on us every day. As SumUp Pay and our Consumer products continue to grow, so does the complexity and volume of fraud we need to detect, investigate, and stop. This role exists to strengthen our Bank Fraud Investigations function, specifically supporting Consumer Fraud Operations, and to ensure we can meet both internal SLAs and evolving regulatory requirements without missing a beat. If you're someone who enjoys working through complex problems, staying one step ahead of fraudsters, and making a real difference to customers in difficult situations — this is a role worth exploring.

What you'll do:

• Monitor live transactions and investigate fraud cases end-to-end, including authorised push payment (APP) fraud, and customer disputes

• Handle sanction screening alerts and process fraud-related notifications from external payment service providers in line with SEPA and FPS regulatory requirements

• Communicate directly with customers via chat and email, resolving cases with care and in line with the highest service and compliance standards

• Respond to information requests from internal teams, partners, and external stakeholders including regulators and law enforcement agencies

• Stay current on AML regulations, fraud typologies, and industry best practices, and bring that knowledge into your daily work

You'll be great for this role if…

• Strong understanding of the payment cycle and how different payment methods work, including awareness of seller and buyer fraud tactics.

• Solid knowledge of AML principles, data privacy best practices, and how fraud prevention rules and models operate.

• Excellent written and verbal communication skills in English, with the ability to engage clearly with customers and external stakeholders.

• Comfortable working with tools like Word and Excel in a structured, process-driven environment.

• Analytical mindset with strong attention to detail and the ability to manage multiple time-sensitive tasks across varying shifts, including monthly weekend coverage.

Why you should join SumUp:

• 🌍 Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our modern Sofia office. This involves an office-first setup

• 🌈 Commitment to Diversity and Inclusion: be part of a workplace that values and promotes diversity, fostering an inclusive environment where everyone's perspectives are respected and embraced

• 📚 A dedicated annual L&D budget of €2000 and 10 paid days of educational leave which can be used to attend conferences and/or advance your career through further education

• 🏖 Generous time off: 25 days of paid leave, plus one extra day per year of service (up to 35), along with public holidays and special leave options

• 🏥 Peace of mind: additional health insurance and life insurance

• 💪 Stay active: on-site yoga and a co-sponsored Multisport card offering access to hundreds of sports facilities

• 🍽 Meal support: benefit from a tax-free food voucher program plus flexibility via our Re:Benefits platform

• 🚌 Easy commute: free shuttle buses connecting directly to Joliot-Curie metro station

• 🌴 Break4me: 1-month sabbatical after 3 years of service

• 🔗 Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team

This job is based in our office in Sofia.

About SumUp:

Be empowered to do more that matters.

At SumUp, we're on a mission to empower small businesses across the globe by providing simple and affordable tools that allow them to thrive. Today, over 4 million businesses in 37 markets rely on SumUp as their financial partner to manage payments, finance and customer relationships.

Our commitment to small businesses is reflected in our diverse team of over 3,000 SumUppers from over 90 nationalities, united by global collaboration and an innovative mindset. Our core values lay the foundation for who we are and what we stand for, shaping our work culture and driving our success. We foster inclusivity and a continuous learning culture, providing a safe space for personal and professional growth. Our differences make us unique and strong as we strive to create an environment where everyone belongs and feels supported, no matter how they identify.

SumUp is proud to be an Equal Employment Opportunity employer, actively seeking and embracing diversity in our workforce. We don't make hiring or employment decisions based on race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. Our commitment extends beyond recruitment to creating a safe and respectful workplace where harassment of any form is strictly prohibited. Discover more about our culture and opportunities on our careers website, and follow our journey on LinkedIn, Instagram, and TikTok.

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