Complex Case Investigator, Fraud Prevention

NatWest Group; Southend-on-Sea; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading bank in the UK is seeking a Complex Case Investigator to deliver exceptional customer service by investigating high value or complex fraud and scam cases. You will leverage your skills in data analysis, fraud prevention, and stakeholder management to ensure optimal outcomes for customers affected by fraud. The ideal candidate has a strong background in financial crime and customer service. This role emphasizes inclusivity and the opportunity to help protect individuals and businesses from financial crime.

Qualifications

• Skilled in leveraging data for investigations.
• Background in fraud or scams, recoveries, and financial crime.
• Experience managing stakeholder relationships.

Responsibilities

• Investigate high value or complex fraud and scam cases end-to-end.
• Deliver optimal experiences for customers who have been victims of fraud.
• Respond promptly to complex queries from customers and stakeholders.
• Use data to detect fraudsters and protect genuine customers.

Skills

Data analysis for investigations

Fraud prevention

Problem solving

Stakeholder management

Customer service

Job description

Join us as a Complex Case Investigator, Fraud Prevention

• In this role, you’ll deliver successful customer and business outcomes by investigating high value or complex fraud and scam cases end-to-end to deliver a first class service
• Day-to-day, you’ll maximise funds recovery opportunities and support business processes, policies, and procedures
• This is your opportunity to work in a truly inclusive environment where you can help our bank to protect people, families, and businesses and help them to thrive

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.

You’ll also 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 for customers
• 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
• Participating in initiatives to improve customer services, processes and procedures while providing subject matter expertise knowledge on emerging trends and customer needs

The skills you’ll need

To be successful in this role, you'll be skilled in leveraging data for investigations and have a background in fraud or scams, recoveries, and financial crime. You’ll also 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 application to 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