Customer Service Fraud Prevention Analyst

Join us as a Customer Service Fraud Prevention Analyst

• This is a chance to make a huge difference to our customers during some of their most difficult times – when they’ve been victims of fraud
• You’ll work with customers over the telephone, giving them essential support and dealing with a wide range of fraud queries
• You’ll hone your existing analytical skills and be well positioned to advance your career in this fast-paced role
• This job does not meet Skilled Worker visa sponsorship requirements

What you'll do

In Fraud Retail Operations, the things that make a difference to our customers are what we do every day. We’re there to help them when our customers lose money to fraud, either through unknown transactions or being a victim to a scam.

You’ll be speaking with our customer, responding to and investigating queries, providing support on business processes, policies and procedures and developing an understanding of customer and business needs in order to suggest improvements and increase efficiency.

You’ll also be:

• Building a trusting relationship with your customer on every call you take, listening carefully and asking the right questions to ensure a fair outcome
• Building and maintaining a broad awareness of the techniques fraudsters use
• Identifying barriers to performance and coordinating improvements to enhance our efficiency
• Working closely with operational centres, providing coaching and support to increase efficiency and knowledge
• Keeping accurate records of day-to-day operations, logging incidents and identifying trends

The skills you'll need

We’re looking for someone with a natural flair and genuine desire for helping customers, using a full range of investigative tools. You’ll need to have excellent planning and organisational skills, along with good attention to detail. You’ll also perform well under pressure and be confident in your ability to manage multiple tasks while maintaining high levels of accuracy throughout.

You’ll also need:

• Great interpersonal skills, with the ability to build personal credibility, and engage with your stakeholders on often sensitive issues
• A keen eye for detail, allowing you to identify potential risks to the bank and our customers
• Experience of analysing and using data
• The ability to convey information in a simple and understandable way
• Microsoft Office skills, including PowerPoint, Excel and Word

How we’ll reward you

You’ll join us on a competitive salary starting of £25,020 pro rata for the hours you work.

You’ll also benefit from:

• A range of protection, healthcare and lifestyle benefits through Natwest Group Benefits, our fully flexible reward programme
• A generous holiday entitlement of 33 days, pro rata for hours worked
• A monthly contribution to your retirement fund

To find out more about the benefits we offer, check out our rewards and benefits page.

What else you need to know

Your working pattern

You’re joining an incredible network of colleagues who are here for our customers whenever and wherever they need us. You’ll join us on a part time basis, working 20 hrs per with a shift pattern of three evenings between the hours of 7pm and 10pm, Friday 6pm-9pm and one weekend shift 8am-5pm,   and will include some bank holidays.  Split shifts are an option, and this can be discussed at interview.  

Your work life balance

As soon as you’re competent and settled in your new role, we’ll send you any kit you need to set yourself up for working from home. You’ll spend a minimum of 6 days per month in the office, the rest of the time you’ll be working from home.

Your learning journey

Your journey starts with a comprehensive up to 10 weeks office-based training programme, the hours of this are Tuesday-Thursday 7pm-10pm, Friday 6pm-9pm and Saturday 8am-5pm with training commencing on 12th May.  Here you’ll gain a range of new skills, and the confidence to use them. You’ll benefit from ongoing coaching and support, that will open the door to further career opportunities too.