Join our digital revolution in NatWest Digital X In everything we do, we work to one aim. To make digital experiences which are effortless and secure. So we organise ourselves around three principles: engineer, protect, and operate. We engineer simple solutions, we protect our customers, and we operate smarter. Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive. This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom. Job Description Join us in Fraud Prevention as a Customer Service & Operations Analyst You’ll deliver successful customer and business outcomes by investigating complex chargeback queries We’ll look to you to suggest areas of customer and business focused improvement, contributing towards a culture of continuous improvement It’s a critical role, where you’ll be recognised for you subject matter expertise, within the fraud prevention team, on emerging trends and evolving customer needs Once you’ve completed your training period you’ll work from home some of the time, but you’ll also spend a minimum 6 days per month from the office This job does not meet Skilled Worker visa sponsorship requirements What you’ll do In your new role, you’ll support customers who have a dispute with a retailer, and you'll deliver successful customer and business outcomes by processing, authorising and investigating all transactions to defined performance indicators and service level agreements, and by accurately collecting the required information from customers and the business. You’ll utilise red flag indicators and high-risk data, from a range of systems, to help detect fraudsters and protect customers from financial crime. You’ll also: Investigate and analyse queries accurately and raise with the relevant internal and external parties, escalating where appropriate and utilising high risk identification strategies to detect fraudsters Identify and refer suspicions of money laundering and submit reports to the bank’s specialist function Maintain a clear understanding of the needs of our customers and stakeholders to deliver the most appropriate and fit for purpose solution when dealing with complex fraud and chargeback issues Act as a reference point for daily requests and escalations to resolve complex chargeback claims and deliver key customer outcomes The skills you’ll need We’re looking for someone with a background in fraud prevention, recoveries and financial crime operations. You’ll also bring a background of delivering excellent customer service, specifically when dealing with complex fraud prevention queries. You’ll also need: An awareness of changes in trends, policies and regulations applicable to fraud prevention and recoveries An understanding of the industry and our customers, including products, processes and fraud prevention systems Knowledge of Visa and Mastercard regulations Experience of managing stakeholder relationships What Else You Need To Know Your working pattern You’re joining an incredible network of colleagues who are here for our customers whenever and wherever they need us. You’ll need to be fully flexible in terms of the shifts you do and the hours you work, which will be between the hours of 8am and 8pm, Monday to Friday, and 8am to 4pm Saturday and Sunday on a rotational shift pattern which will include some bank holidays