Job Description
Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire
Fraud SME - 12 month secondment
*Applications to be submitted by 5pm on Wednesday 15th October*
About this role
Our agents are the front line of our business and they're the first people on hand when our customers need help. So we're looking for someone to join us as a Fraud Subject matter Expert (SME) to help support our teams in Disputes, Account Takeover (ATO), Application Fraud and Credit Abuse (CAT), to deliver great customer experiences.
We value great people, so you'll spend the majority of your time focused on reviewing cases and identifying improvements, to help develop our teams and aid them in performing against department metrics.
If you have a passion to improve customer experience by supporting our agents in making the right decision first time, as well as taking a step back and considering if we can do things even better, our Fraud SME role could be the opportunity you've been looking for.
What you'll do
* Always be on hand to help our Fraud agents with their queries, signposting where possible and assisting where appropriate
* Review referrals from the Complaints team, utilising your SME knowledge to understand what the complaint is about, and whether there have been any errors made
* Work to reduce query volumes to create capacity in the SME team to pick up further agent insight information
* Reviewing and working upheld complaints to understand if individual feedback is needed and if there are any overarching drivers which suggest process, training or agent behaviour changes are needed to improve customer experience
* Support with departmental change, system testing and coordination of event remediation
* Analyse department and agent insight data and proactively work to identify solutions and resolve gaps in department performance
* Review Application Fraud change of decisions (overturns and inbound fraud cases) to understand the reason for change of decision, and feed insight from this into Front Line Managers (FLM'S), and also Process and Strategy teams
* Run calibration sessions based on themes and trends found through insight to improve the overall department performance and customer experience
* Support our Offshore team with calibrations where trends have been recognised, by utilising SME knowledge
* Work critical workstreams such as the Disputes Technical Expert queue and Scam escalations
* Liaise with Fraud Strategy and Legal on scam stances, and Disputes cases to be taken to Pre-Arbitration or written off
* Support with ad hoc projects, for example process changes that are needed following insight gained
* Work closely with the rest of the SME team to ensure critical work is always covered
* When needed, offer training support to help our teams move forward with cross skilling our department
* Be accountable for your results and feel empowered to take the lead on shaping the role
* Collaborate with Front Line Managers to identify and support agents who are underperforming
* Work closely with key stakeholders to understand their goals and drive department performance
What we're looking for
* A strong knowledge of disputes and fraud processes
* You're flexible with your workload. One day you could be looking at Account Takeover queries, the next day it could be Disputes complaints
* You're engaged and driven, with a proven track record of pushing things forward and not settling for the norm
* Excellent attention to detail, with data interpretation skills that enable you to identify query trends
* You are a creative problem solver, thinking of new and innovative ways to approach challenges
* You're comfortable using G-Suite to store, analyse and present data and to create written comms
* You're a great communicator who is able to build trusted relationships
* You understand the importance of providing regular, dedicated support to our agents by helping them when it's needed but also thinking about how each answer can be shared or translated into process improvements
* You're able to lead a conversation and also handle a difficult or challenging conversation
Where and how you'll work
This is a fixed term 12 month secondment position and is based in our Nottingham office.
We have a hybrid working model, so you'll be based in our office 2 days a week on Tuesdays and Wednesdays, and can work from home on Monday, Thursday and Friday. The team's working hours are 9am-5pm.
Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works for you.
What's in it for you
* Bring us all this - and you'll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation
* We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)
* Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance - with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave
* Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms
What you should know about how we recruit
We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it's about what you do, not just what you say. That's why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.
We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:
* REACH - Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies
* OutFront - to provide LGBTQ+ support for all associates
* Mind Your Mind - signposting support and promoting positive mental wellbeing for all
* Women in Tech - promoting an inclusive environment in tech
* EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry
*Applications to be submitted by 5pm on Wednesday 15th October*
Capital One is committed to diversity in the workplace.
If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.
For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com
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