Fraud Investigator
Location: Skelmersdale/Hybrid – (2 days per week in the Skelmersdale office)
Contract: 1 x Permanent and 1 x 12 month secondment available
Salary Band: DR3
Hours: Mon-Fri between 8am – 7pm and 2 in 4 weekends 9am - 5pm
Application Deadline: 6th June 2025
Want to change the world? A career that makes a difference
There has never been a more pressing time for our Bank to focus our efforts on developing our internal talent. We are looking for an internal colleague to step into our Fraud Operations function and hit the ground running, providing important support and protection to our customers.
The role will provide you with the opportunity to investigate fraud cases, facilitate the recovery of fraud losses and the chance to learn from a high performing team. To be considered for this role you will need to have experience dealing with vulnerable/challenging customers over the phone and in writing, gained through an existing role in Bank or past employer. An analytical mind-set and the gravitas to be able to build relationships and challenge stakeholders. The role will involve critical analysis of fraud cases and reporting.
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 to make suitable recommendations based on 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:
- 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:
- Flexible and home working options
- 27 days holiday rising to 30 with service, plus opportunity to buy 5 extra days
- Competitive pension with up to 10% employer contribution
- Income protection / life assurance
- Commitment from employers on continued learning & development
- Wellbeing support ‘Help@Hand’ offers mental health support, physiotherapy, GP’s for both you and your family
- 2 paid days for volunteering per year
- ‘MyReward’ corporate discount for over 800 retailers and Cycle to Work Scheme
- Family friendly policies and supportive working environment
- Colleague network groups committed to inclusion and diversity within our Bank
Tips for your application:
- Full role profile available upon request
- Ensure full understanding of the role and responsibilities
- Reach out to the hiring manager to discuss suitability
- Tailor your CV to highlight skills and experience relevant to the role
If you require more information or this document in a different format, please contact careers@co-operativebank.co.uk
We promote a hybrid working environment, which means you will work at our office in Skelmersdale twice a week and then remotely from home. To enable you to work from home, you will need have a suitable office set up which includes a desk and a chair in a location which is free from the interruptions of day-to-day life.