Fraud Prevention Analyst Edinburgh, Scotland
Job description
Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.
This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.
Join us as a Fraud Prevention Analyst
You’ll deliver successful customer and business outcomes by investigating fraud for our customers via telephone, while providing care, empathy and detecting potential vulnerabilities
Day-to-day you’ll enhance your knowledge about different fraud and scam customer journeys and utilise your subject matter expertise within the Fraud Prevention team
If you enjoy supporting others, and want to protect our customers from fraud, this position will help you make a difference through your work
This role is telephony-based and will need you to work across a shift pattern, including evenings and weekends
What you’ll do
We’ll need you to use high-risk identification strategies to detect fraudsters and protect genuine customers from becoming victims of financial crime. That way you can deliver excellent customer service and help our customers remain safe when they bank with us.
Alongside this, you’ll be investigating and analysing queries accurately and raising them with relevant internal and external parties without delay, escalating where appropriate, while reviewing all processing errors and customer complaints to identify trends and our training needs.
Your top priorities will include:
Delivering customer and business outcomes by processing, authorising and investigating all transactions to defined key performance indicators and service level agreements
Accurately collecting the required information from our customers and business and suggesting areas of improvement in your daily role
Providing your subject matter expertise within the Fraud Prevention team about emerging trends and our customers’ needs
Using red flag indicators and high-risk data from a range of systems to stop fraudsters and to shield our customers from financial crime
Resolving complex fraud queries in line with agreed processes, procedures and service level agreements to provide fair customer outcomes
The skills you’ll need
We’ll need you to have an interest in helping customers by using a full range of investigative tools and excellent planning and organisational skills. Along with good attention to detail, you’ll perform well under pressure and have the ability to manage multiple tasks while maintaining your accuracy.
Furthermore, you’ll need:
Great interpersonal skills and the ability to build personal credibility and engage with stakeholders on often sensitive issues
An understanding of how to speak to customers over the phone to help them during difficult times
An eye for detail to identify potential risks to our bank or our customers
The ability to convey information in a simple and understandable way
What else you need to know
Your working hours (20hrs) will be between the hours of 8am – 8pm, Monday to Sunday on a rotational work pattern. You must be fully flexible and be able to commit to the full range of hours. Bank holiday working is a feature of this role. We’ll discuss your hours in more detail during the interview stage
We offer a hybrid way of working where you’ll be office-based for a minimum of six days per month, with the rest of your time as working from home
Working from home equipment will be provided
You’ll enjoy a comprehensive training programme and ongoing coaching and support to enhance your development and take your career to the next level
The successful candidate will need to commit to up to seven weeks in-house training
We’ll be looking for you to start on the 31st of July, however this can be flexible around your circumstances
How we’ll reward you
You’ll receive a competitive salary of £23,400 per year, pro rata for hours worked
We’ll provide a contribution to help you save for retirement and you can choose from a range of protection, healthcare or lifestyle benefits through NatWest Group Benefits, our fully flexible reward programme
You’ll have a generous holiday entitlement of 33 days, pro rata for hours worked, but you may need to work bank holidays. Visit our rewards and benefits page to learn more on the benefits package we offer
This role is not eligible for Skilled Worker Visa sponsorship, so applicants must have an alternative form of right to work in the UK.
If you need any adjustments to support your application, such as information in alternative formats or special requirements to access our buildings, or if you’re eligible under the Disability Confident Scheme please contact us and we’ll do everything we can to help.
