Fraud Support Associate
Skelmersdale – Delf House (Hybrid)
Hiring manager – Nic.Ward@co-operativebank.co.uk
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.
The role is to carry out a range of Fraud & Disputes related activities to facilitate the provision of effective recovery of fraud losses, services to customers and root cause analysis in line with all procedures and standards.
- Produce accurate and timely documentation (letters, investigations, recommendations etc.) to support the provision of quality services to customers, fraud prevention, or recoveries in line with all relevant standards and regulations.
- Process incoming documentation and information from customers in an effective and timely manner.
- Contact customers by letter, phone, 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.
- Respond to customer enquiries to provide information, guidance and clarification, using the most appropriate channel (letter, phone, email, etc.) and ensuring the query is dealt with effectively in a timely manner and escalating further if necessary.
- Develop and maintain, where appropriate, personal contact with allocated customers, including managing processes through to completion.
- Take action to secure accounts, investigate and identify any control gaps or weaknesses.
- Ensure all interaction with customers is recorded in a timely, accurate and effective manner – including updating all computer-based records – to maintain and enhance data integrity and provide a basis for accurate assessments of performance.
- Maintain, check and process data and information accurately to meet deadlines and standards, highlighting exceptions, investigating issues and problems and identifying emerging trends.
- Collate and summarise information or data in assigned areas, ensure completeness and accuracy, carry out initial analysis and produce both standard and ad hoc reports to meet business needs or pass outputs to others for use in decision-making.
- Plan and prioritise work, ensure deadlines and targets are met, and check own work and that of others as required for accuracy and completeness.
- Participate as required in monitoring services provided to ensure the identification of problems and issues, and participate as appropriate in the investigation of problems and issues and in activities to improve operating processes or procedures.
- Support the work of team colleagues, providing appropriate help, guidance and advice and mentoring less experienced staff to assist in their development, thereby enabling the team to improve its capability, to operate efficiently and to maximising its performance.
- 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.
- Support and promote compliance with regulatory and legal requirements within the role and the business and maintain full competence within the role as outlined in the Training & Competence scheme.
- Knowledge of regulatory and legal requirements relevant to the role
- Organised and methodical, with attention to detail.
What we want from you:
- You have a passion for delivering great customer service and taking ownership of customer queries.
- You’ve got excellent interpersonal, investigative and questioning skills.
- You are reliable and ethical, respecting customers’ confidentiality.
What you can expect from us:
- 27 days’ holiday at start, rising to 30 days
- 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.
Please note we may withdraw this vacancy once sufficient applications have been reached.