Card Scam Associate
6 months ago
Hello, we’re Starling. We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.
Based in the Financial Crime Department under Card Fraud Operations; As a Card Scam associate, you will be part of an experienced team investigating and resolving Card Scam and UPP claims. You will be responsible for using the appropriate investigation tools available, to make an informed decision on a case and then provide a detailed response to the customer.
Applications for this role will close on 28/03 at 12pm.
**The Shifts**:
We enable our customers to manage their money 24 hours a day, 7 days a week, 365 days a year. Whenever they need us, we will be there. This role will operate on a shift pattern of 37.5 hours a week per week (5 x 7.5hr shifts), Monday - Friday, 9am-5.30pm. However all contracts across operations are on a 24/7 and therefore could change to meet business needs.
**Training for the role**:
We have a 6 week training programme which is run from the office so you'll need to be able to commit to being in the office during the day for your first 6 weeks with us. The training gives you all of the skills and support you need to succeed at Starling
This is a hybrid role, the first 6 weeks will be spent full time in our office, moving to 1/2 days per week, after this period.
**Our recruitment process**:
Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you Our interviews are conversational and we want to get the best from you, so come with questions and be curious.
Stage 1 - Phone Call/One Way Video
Stage 2 - Video Interview with the Fraud Claims team
**Responsibilities**:
- Using excellent case management skills; be able to deal with multiple claims at once whilst adhering to SLA timeframes.
- Liaising with other relevant third parties such as merchants, financial institutions and relevant law enforcement agencies.
- Using analytical and investigation skills to find the best resolution for the customer and the bank.
- Identifying potential scam trends and escalating them within the team.
- Recommend improvements for processes and prevention.
- Completing a thorough investigation for card scams and UPP claims.
- Creating and maintaining Chargebacks (if applicable) through Mastercard Connect in line with timeframes, regulations and requirements.
**Requirements**:
- Keen interest in stopping all elements of Financial Crime.
- Working in a Financial Crime function is preferable.
- Excellent communication skills, both written and orally.
- A team player who is also able to work independently to deliver in a fast-paced work environment.
- Attention to detail, with the ability to act with urgency and escalate issues as and when necessary.
- Strong interpersonal and organisational skills.
- Ability to understand complex problems and identify potential solutions.
- Able to adapt to change positively and quickly.
**Benefits**:
- 25 days holiday (plus take your public holiday allowance whenever works best for you)
- An extra day’s holiday for your birthday
- Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
- 16 hours paid volunteering time a year
- Salary sacrifice, company enhanced pension scheme
- Life insurance at 4x your salary & group income protection
- Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
- Generous family-friendly policies
- Incentives refer a friend scheme
- Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
- Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing
**About us**:
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