Economic Crime Investigator

Location

Swindon / Wiltshire

Salary

From £25,750

Contract

Permanent (Full Time)

Reference

R00MF00291

Closing Date

28 August 2025

**Job description**:
As an Economic Crime Investigator, you’ll speak with our customers to discuss potentially fraudulent account activity. Using in-depth questioning skills, you will build a great rapport to identify if a payment is fraudulent and provide education where necessary to avoid the risk of future scams. As part of your training, you will learn about the other teams’ roles and responsibilities.

If you’re a team player, able to work in a fast-paced environment and putting customers and their money first is important to you, then this could be the role for you.

The team cover our core business hours between 8-8, working Monday - Friday and one in four of both Saturday and Sunday. Where you work a weekend, you'll get this time back elsewhere in the week. You will work contracted shifts on a rotational basis and will be given 8 weeks’ notice of your shift pattern.

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

**What you’ll be doing**:
You will be answering inbound calls from our members or third parties. Using in-depth questioning and frameworks you will identify if a payment is fraudulent. You will need to be inquisitive on the calls and provide great customer service often during challenging situations.

No two calls are the same, they could be five minutes or up to an hour for more complex cases. Working alongside other Fraud teams you’ll work to stop any money leaving customer accounts. You’ll have accountable freedom and support from your team and other Nationwide departments to ensure you’re making the best decisions for our customers.

**About you**:
As a minimum requirement you will have:

- Excellent verbal communication skills having previous experience in a telephony environment or customer service environment.
- A proven track record of providing excellent customer service and examples of where you have gone above and beyond for your customers.
- Experience of handling challenging conversations with a wide range of People.
- A team player ethos who can collaborate across many teams.
- The ability to work alone and organise your own workload.
- Great decision-making skills feeling confident with having accountable freedom.

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

- ** Feel what customers feel** - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind
- ** Say it straight** - We are brave in speaking out and saying what we think - we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
- ** Push for better** - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development
- ** Get it done** - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes

**The extras you’ll get**:
There are all sorts of employee benefits available at Nationwide, including:

- A personal pension - if you put in 7% of your salary, we’ll top up by a further 16%
- Up to 2 days of paid volunteering a year
- Life assurance worth 8x your salary
- A great selection of additional benefits through our salary sacrifice scheme
- Wellhub - Access to a range of free and paid options for health and wellness
- Access to an annual performance related bonus
- Access to training to help you develop and progress your career
- 25 days holiday, pro rata

**What to do next**:
**Banking - but fairer, more rewarding, and for the good of society**:
We forge our own path at Nationwide.

As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.

At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers