Fraud Investigator
Location: Skelmersdale/Hybrid – (2 days per week in the office)
Contract: Permanent
Salary: Up to £23,500 dependent on experience plus annual bonus and a range of fantastic benefits
Hours: Mon-Fri between 8am – 6pm and 2 in 4 weekends 8am - 5pm
A career that makes a difference
Who we are:
Formed in 1872 in Victorian Rochdale, our bank was built on co-operative values that still stand today. A lot has happened in 150 years, and we’ve been there through it all. Not just helping people with their money, but helping people fight for justice and the causes they care about. We are the only UK high street bank with a customer-led Ethical Policy; one of the main reasons our customers choose to bank with us.
What we’re about:
We are the bank for people with purpose. From supporting local communities to tackling climate change, all our colleagues and customers have a say in who we are and how we do business. Ethical then, ethical now, ethical always.
Role:
As a Fraud Investigator you will be responsible for managing your own case load, investigating fraud related activities, to facilitate the provision of effective recovery of fraud losses, services to customers and root cause analysis in line with all fraud procedures and standards.
Key accountabilities:
- To undertake detailed investigations of fraud related activities i.e. claims of unauthorised transactions, authorised push payments, authorised payments on visa/debit cards etc. in order to confirm customers are indeed a real victim of fraud and haven’t enabled the fraud through their own actions.
- Have an understanding of CRM (Contingency Reimbursement Model) & PSR (Payment Service Regulations)
- Validate investigations utilising a range of sources from both internal and external sources as required.
- Make suitable recommendations and meaningful rationale.
- Maintain comprehensive and accurate records of investigation, whilst ensuring high quality of evidence to support the investigation, the outcome and identifying emerging trends.
- Contact customers by letter, telephone, email or other relevant channels to obtain or clarify information to support processing, investigations and other activities, to provide explanations and to ensure their needs are fully understood and appreciated and have been taken into account.
- Take action to secure accounts, investigate and identify any control gaps or weaknesses.
- Ensure at all times that advice and services provided are consistent with all relevant procedures, regulations, standards, behaviours and performance targets as well as maximising the level of customer satisfaction.
- Develop skills and knowledge, including product knowledge and skills with relevant software tools and systems, and keep up to date with relevant developments to develop own capabilities and improve the services provided.
Skills, experience and knowledge required:
- Must have experience of investigating fraud or financial crime in a previous role
- Strong investigation/problem solving skills and attention to detail
- Report writing skills
- The ability to manage multiple workloads at any one time and prioritise tasks as required
- Ability to work within a challenging environment whilst maintaining a high quality standard of work
- Highly developed telephony skills and the ability to deal with difficult conversations.
- Must be comfortable making judgement based decisions within in a changing environment
- Knowledge of regulatory guidelines
What you can expect from us:
- 27 days’ holiday at start, rising to 30 days plus bank holidays
- Annual bonus
- Competitive pension / income protection / life assurance
- 2 paid days for volunteering per year
- Positive working environment in contemporary offices
- Strong career path within Financial Services
- Family friendly policies and supportive working environment
- Recognition scheme and a culture in which we celebrate success
- Colleague network groups committed to inclusion and diversity within our Bank.
We look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life. If you have a disability as defined by the 2010 equality act please let us know on your application.
As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.
Should you require any reasonable adjustments throughout the recruitment process, please contact our Careers Team.
Please note we may withdraw this vacancy once sufficient applications have been reached.