Fraud & Scams Investigator

2 months ago


Edinburgh, United Kingdom NatWest Group Full time

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.

Join us as a Fraud & Scams Investigator
- In this role, you’ll deliver successful customer and business outcomes by investigating high value or complex fraud and scam cases to deliver a first class service
- Day-to-day, you’ll maximise funds recovery opportunities and support business processes, policies, and procedures
- You'll primarily be requirement to work a minimum of two days in the office each month and your training will be completed remotely over Zoom
- The salary range for this role is between £36,126 and £51,000 dependant on experience

**What you’ll do**:
We’ll expect you to coordinate the bank’s resources and expertise in responding to instances of high value or complex fraud or scams. You’ll also maintain a clear understanding of the needs of our customers and stakeholders to deliver the most appropriate and fit-for-purpose solutions.

Not only will you demonstrate balanced outcomes to investigations, but you’ll make sure that cases are dealt with within agreed timescales while adhering to regulatory guidelines. You’ll also investigate and analyse complex queries accurately and raise them with the relevant parties without delay.

In addition to this, you'll be responsible for:

- Being a direct point of contact and liaison with customers who have been victims of high value or complex scams or frauds, ensuring optimal experiences and outcomes
- Responding to complex queries from customers and stakeholders promptly within agreed timescales
- Partnering with our business and relevant functions to identify, assess, and manage its risks within agreed risk appetite by using our bank’s framework
- Using red flag indicators and high risk data from a range of systems to detect fraudsters and to protect genuine customers from financial crime

**The skills you’ll need**:
To be successful in this role, you’ll have a background in fraud or scams, recoveries, and financial crime. You’ll have the ability to make informed recommendations with sound reasoning, coupled with excellent problem solving and influencing skills.

You’ll also need:

- A deep understanding of changes in trends, policies, and regulations regarding the fraud prevention and recoveries business
- Knowledge of the industry and its customers, including products, processes, and fraud prevention systems
- Experience of managing stakeholder relationships
- A background of delivering excellent customer service while dealing with complex cases



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