Our mission is to earn and maintain customer trust, support safe growth for our clients, and contribute to a safer society. Fraud Investigators play a vital role in achieving this mission.
What You'll Be Doing
- Gathering evidence from customer claim submissions via in‑app chat and inbound/outbound calls
- Probing for additional information where required
- Investigating claims with empathy, accuracy, and attention to detail
- Making decisions on cases and upholding or declining fraud claims up to £5,000
- Submitting accounts for closure where first‑party fraud concerns are identified
- Triaging cases over £5,000 for escalation
- Safeguarding compromised accounts and taking appropriate action to restore safe account usage
- Providing advice and support to victims of fraud
- Completing all required post‑investigation actions
- Investigating and reviewing payment attempts to ensure customers are not falling victim to a scam
- Reviewing customer accounts and activity to determine if they are committing fraud
Qualifications
- Minimum 1 year of experience in the banking or financial services industry
- Excellent written and verbal English communication skills
- Previous customer service experience or similar
- Strong investigative, problem‑solving, and decision‑making skills
- Ability to work independently and collaboratively
- Confidence working to deadlines
Values
- Process Excellence – Doing things well and constantly striving to improve your work
- Collaboration – Enjoy working with others as a team player
- Communication – Speak and write clearly with confidence
- Emotional Intelligence – Empathise, show kindness and work well with others
- Open‑Mindedness – Be open to different ways of thinking and new ideas
- Critical Thinking – Think logically when making decisions
- Solution Orientation – Focus on resolving challenges with a forward‑thinking mindset
- Entrepreneurship – Take ownership, embrace new tasks and develop a self‑driven mindset
Skills
- A professional, polite and courteous telephone manner
- Ability to deliver excellent service with an outgoing nature
- Excellent verbal communication skills
- A good listener who can convey empathy, patience and understanding
- Confident and proactive in dealing with difficult situations and conversations
- High levels of accuracy and attention to detail
- Driven to work towards achievable targets
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