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*To apply for this role, you need to be based in the United Kingdom and be able to commute into the Nottingham office twice a month on set scheduled days*

About this role

We’re recruiting now for a start date of 19th June so you’ll need to be available to start on that day.

Our customers are at the heart of everything we do. So we’re looking for someone who is passionate and motivated to join us as a Fraud Senior Coordinator to deliver great customer experiences. As a member of the Fraud team, you’ll work across all a number of workstreams, investigating:

• Application Fraud

• Account Takeover

• Disputes

What you'll do

You’ll be a problem solver able to apply good judgment, reaching the right outcome on your investigations. Fraud can be complex, so you’ll have excellent verbal and written skills, communicating effectively to customers and third parties.

• Investigate all forms of inbound and outbound cardholder contact for all areas of Fraud and Disputes, including Application Fraud, Account Takeover and Disputes

• Be flexible and have the ability to move between workstreams to meet service requirements

• Protect the business from fraud losses by proactively identifying fraudulent applications and transactions; and protect victims of fraud and genuine customers

• Interpret Mastercard and Visa chargeback scheme rules to prevent customer and department losses; negotiate with both merchants and banks regarding the settlement of transaction disputes; and escalate cases to Pre Arbitration where appropriate

• Be the point of contact for offshore vendors and other areas of the UK operation

• Support the ongoing development of the department by identifying opportunities for streamlining and automation of processes

• Take ownership of cases with end to end case management and one call resolution.

What we’re looking for

• Ability to adapt to a fast-paced quick changing environment

• Adherence to internal and external compliance requirements

• Demonstration of solid judgment

• Possess excellent verbal and written communication skills

• Strong problem identification and resolution skills

We’re holding assessment days on 9th and 10th May where you’ll get the opportunity to see our amazing offices on a building tour, find out more about the role and have an individual interview. So you’ll need to be available to attend one of these in person sessions to be considered for the role.

We are committed to creating a level playing field and seek to create teams that are representative of our customers and the communities we serve. We’d love to hear from you if you identify with a typically under-represented group in our industry and are particularly keen to hear from women, the LGBTQ+ community and ethnic minority candidates.

Where and how you will work

Our front line agent roles are primarily remote - based at home with 2 set and scheduled days per month in the office for team building, collaboration and the opportunity to meet and spend time with your colleagues face to face. However, if you want to work from the office more, you can!

At Capital One, we invest in your training and development. We recognise that a 'one size fits all' approach to learning is not always the best. We have developed a blended learning and support programme involving in-person, remote and self learning.

This means, for the period of your training and when you first start talking to customers, we'll ask you to be in the office more often. We believe this'll not only be hugely beneficial to your development in the role but it will also allow you to learn more about our culture and create in-person relationships with your peers.

During some of the training (approximately 10-12 weeks), your working hours will be 09:00 - 17:30 Monday to Friday. Once fully trained your hours will be approx 9:00 - 17:00 Monday to Friday.

What’s in it for you

• Salary of £24,000.00

• We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)

• Immediate access to our core benefits including pension scheme, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave

• Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness

What you should know about how we recruit

We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.

We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:

• 
  REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies

• OutFront – to provide LGBTQ+ support for all associates

• Mind Your Mind – signposting support and promoting positive mental wellbeing for all

• Women in Tech – promoting an inclusive environment in tech

• EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry

If you require a reasonable adjustment, please contact [email protected] All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.