Fraud Investigator

1 week ago

London, Greater London, United Kingdom C. Hoare & Co. Full time

Purpose of the role:


To work within the Fraud Operations Team, using specialist fraud detection systems and investigation techniques to identify and prevent both internal and external fraud on all products (personal and corporate accounts).

To work collaboratively across the organisation to enable execution of key tasks and reviews against agreed CHC policies.

In addition, the role holder will be expected to adhere with industry best practice whilst demonstrating an unwavering commitment to ensure customer service is at the forefront of everything we do.


This will ensure the smooth running of the day-to-day operations and that we work efficiently and we continuously analyse our processes to find and implement improvements.


This function will also be accountable for producing daily, weekly and monthly MI for distribution to a range of stakeholders.

Responsible for leading and driving an environment of continuous improvement to ensure that the Bank is operationally effective and continues to remain so under a constantly changing environment.

This includes ensuring that colleagues are adequately trained and monitored against operational, regulatory and risk management metrics.

General

  • To work flexibly alongside other leaders which support the overall achievement of Operational Objectives
  • Support the delivery of the Operational Resilience activity and the management of the business continuity plans.
  • Ensures incidents are recorded in the Incident Management System and reviewed and analysed.
  • Support firstline of defence (FLOD) testing to highlight quality assurance concerns

Specific

  • To utilise expert investigation techniques to complete a detailed examination of all suspect cases ensuring appropriate actions are taken i.e. confirmed fraudulent transactions are processed correctly, fraud case files created, loadings are made to CIFAS, 1st party collusion is detected (merchant and individual), suspected transactions (POCA and AML) are reported to the Compliance Team.
  • To proactively handle sensitive and complex nonstandard queries/ situations; including dealing with 3rd parties (i.e. Law Enforcement Agencies, other financial institutions, merchants, victims of crime) to ensure the correct and satisfactory outcome is achieved whilst managing reputation and financial impacts.
  • To proactively monitor and identify suspicious trends and patterns, suggesting preventative actions and improvements to current procedures, policies and systems.
  • To seek to develop and maintain a wide network of industry contacts (CIFAS, UK Finance, Financial Fraud Bureau, Financial Institutions, VISA Scheme, merchants, acquirers and issuers) to facilitate successful outcomes for investigations and recovery of monies.
  • Conduct root cause analysis on confirmed fraud cases to identity gaps in the current process. Including identifying systems changes, logging these and tracking to completion
  • To work flexibly to support the overall objectives of the Fraud Operations Team.
  • Responsible for managing fraud alerts generated through our fraud detection systems completing end to end investigation.
  • Liaise with customers regarding any potential or proven fraudulent activity
  • Represent the bank at various industry forums to help monitor and analyse any fraudulent trends
  • Communicate with potential victims of fraud to establish circumstances to make a fair logical decision with supporting rationale.
  • Proactively identify emerging fraud trends through daytoday activities that create actionable outcomes delivered in a timely fashion
  • Assist with Fraud Risk Assessments that occur across the bank
  • Provide support for customers who have been victims of fraud
-
To be able to deal with customer queries in person, by telephone (phone to be answered within 3 rings) and or in writing

What you will bring to the role:

  • Knowledge of Fraud activity which operates within regulation and legislation.
  • The ability to work under pressure and produce a high, accurate output of work.
  • Strong verbal and written communication skills.
  • Utilises collaborative working practices with the ability to manage and coordinate crossfunctional teams.
  • Selfmotivated individual with a "can do" attitude and ability to energise others.
  • Strong organisational skills, attention to detail and a desire for investigation.
  • Proactive management of individual workload and ability to work independently
  • Technical knowledge of fraud, financial crime, risk and assurance model which operates within regulation and legislation.
  • Team oriented demonstrates an interest in understanding of others; adapts to the team and builds team spirit
  • Complex problems solving capability.
  • Able to demonstrate a strong customer focus, excellent attention to detail and a pride in their work.
  • Ability to work with stakeholders to understand and resolve complex customer issues.
  • Ability to integrate with a team and provide support to colleagues
  • Abi

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