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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