Customer Service & Operations Analyst, Fraud Prevention

NatWest Group; City of Edinburgh; Hybrid; GBP 25,000 - 29,000; Full time

Job summary

Join a leading banking group as a Customer Service & Operations Analyst in Fraud Prevention, making a real difference by protecting customers from financial crime. You will handle complex queries, engage with stakeholders, and contribute to a customer-focused environment, all within a supportive and flexible work structure.

Benefits

33 days holiday (pro rata)

Flexible reward programme

Working from home equipment provided

Comprehensive training programme

Qualifications

• Background in fraud prevention, recoveries, and financial crime operations.
• Understanding of customers, products, processes, and fraud prevention systems.
• Experience managing relationships with stakeholders.

Responsibilities

• Investigate fraud prevention and recovery queries.
• Utilize high-risk identification strategies to protect customers.
• Ensure compliance with performance indicators and service level agreements.

Skills

Interpersonal skills

Attention to detail

Customer service

Job description

Customer Service & Operations Analyst, Fraud Prevention

Join us as a Customer Service & Operations Analyst, Fraud Prevention

• You’ll deliver successful customer and business outcomes by investigating fraud prevention and recoveries queries and answering questions from our customers and stakeholders
• Your daily duties will see you helping with business processes, policies and procedures and understanding our customers’ and business’ needs while providing care, empathy and detecting potential vulnerabilities
• If you enjoy helping others, and want to protect our customers from fraud, you’ll truly make a difference in this role and will find a real sense of purpose
• Upon completing training, you’ll work from home some of the time, but you’ll also spend at least six days a month working from the Gogarburn office
• This role is telephony-based and will need you to work across a shift pattern, including evenings and weekends

What you’ll do

Day-to-day, you’ll be utilising high-risk identification strategies to detect fraudsters and protect genuine customers from becoming victims of financial crime. That way you can help our customers remain safe when they bank with us.

Alongside this, you’ll be investigating and analysing queries accurately and raising them with relevant internal and external parties without delay, escalating where appropriate, while reviewing all processing errors and customer complaints to identify trends and our training needs.

Your priorities will include:

• Delivering customer and business outcomes by processing, authorising and investigating all transactions to defined key performance indicators and service level agreements
• Accurately collecting the required information from our customers and business and suggesting areas of improvement in your daily role
• Providing your subject matter expertise within the Fraud Prevention team on emerging trends and our customers' needs
• Using red flag indicators and high-risk data from a range of systems to stop fraudsters and to shield our customers from financial crime
• Resolving complex fraud queries in line with agreed processes, procedures and service level agreements to provide fair customer outcomes

The skills you’ll need

To be successful in this role, you’ll have a background in fraud prevention, recoveries and financial crime operations and an awareness of changes in trends, policies and regulations that’re applicable to the fraud prevention and recoveries business.

You’ll also need:

• Great interpersonal skills and the ability to build personal credibility and engage with stakeholders on often sensitive issues
• An understanding of the industry and its customers, including products, processes and fraud prevention systems
• Experience of managing relationships with stakeholders
• Knowledge of how to deliver excellent customer service when dealing with complex fraud prevention queries
• An eye for detail to identify potential risks to our bank or our customers
• The ability to convey information in a simple and understandable way

What else you need to know

• You'll work 35 hours a week between the hours of Monday, 10:00 – 20:00, Thursday 11:00 – 20:00, Friday 10:00 – 20:00 and Saturday 08:00 – 18:00. We'll discuss your hours in more detail at your interview
• Training will be office based for 9/10 weeks from 08:00 – 16:00 Monday to Friday
• Upon completing training, you’ll work from home some of the time, but you’ll also spend at least six days a month working from the Gogarburn office
• Working from home equipment will be provided
• You’ll enjoy a comprehensive training programme and ongoing coaching and support to enhance your development and take your career to the next level
• We’ll be looking for you to start on 01/09/2025

This job does not meet Skilled Worker Visa sponsorship requirements.

How we'll reward you

You’ll join on a competitive salary of £25,020 and in addition you’ll receive a contribution to help you save for retirement. You can choose from a range of protection, healthcare or lifestyle benefits through NatWest Group Benefits, our fully flexible reward programme. You will have a generous holiday entitlement of 33 days (pro rata for hours worked) – you may be required to work bank holidays. Visit our rewards and benefits page for more information on the benefits packages we offer.

Hours

35

Join us as a Customer Service & Operations Analyst, Fraud Prevention

• You’ll deliver successful customer and business outcomes by investigating fraud prevention and recoveries queries and answering questions from our customers and stakeholders
• Your daily duties will see you helping with business processes, policies and procedures and understanding our customers’ and business’ needs while providing care, empathy and detecting potential vulnerabilities
• If you enjoy helping others, and want to protect our customers from fraud, you’ll truly make a difference in this role and will find a real sense of purpose
• Upon completing training, you’ll work from home some of the time, but you’ll also spend at least six days a month working from the Gogarburn office
• This role is telephony-based and will need you to work across a shift pattern, including evenings and weekends

What you’ll do

Day-to-day, you’ll be utilising high-risk identification strategies to detect fraudsters and protect genuine customers from becoming victims of financial crime. That way you can help our customers remain safe when they bank with us.

Alongside this, you’ll be investigating and analysing queries accurately and raising them with relevant internal and external parties without delay, escalating where appropriate, while reviewing all processing errors and customer complaints to identify trends and our training needs.

Your priorities will include:

• Delivering customer and business outcomes by processing, authorising and investigating all transactions to defined key performance indicators and service level agreements
• Accurately collecting the required information from our customers and business and suggesting areas of improvement in your daily role
• Providing your subject matter expertise within the Fraud Prevention team on emerging trends and our customers' needs
• Using red flag indicators and high-risk data from a range of systems to stop fraudsters and to shield our customers from financial crime
• Resolving complex fraud queries in line with agreed processes, procedures and service level agreements to provide fair customer outcomes

The skills you’ll need

To be successful in this role, you’ll have a background in fraud prevention, recoveries and financial crime operations and an awareness of changes in trends, policies and regulations that’re applicable to the fraud prevention and recoveries business.

You’ll also need:

• Great interpersonal skills and the ability to build personal credibility and engage with stakeholders on often sensitive issues
• An understanding of the industry and its customers, including products, processes and fraud prevention systems
• Experience of managing relationships with stakeholders
• Knowledge of how to deliver excellent customer service when dealing with complex fraud prevention queries
• An eye for detail to identify potential risks to our bank or our customers
• The ability to convey information in a simple and understandable way

What else you need to know

• You'll work 35 hours a week between the hours of Monday, 10:00 – 20:00, Thursday 11:00 – 20:00, Friday 10:00 – 20:00 and Saturday 08:00 – 18:00. We'll discuss your hours in more detail at your interview
• Training will be office based for 9/10 weeks from 08:00 – 16:00 Monday to Friday
• Upon completing training, you’ll work from home some of the time, but you’ll also spend at least six days a month working from the Gogarburn office
• Working from home equipment will be provided
• You’ll enjoy a comprehensive training programme and ongoing coaching and support to enhance your development and take your career to the next level
• We’ll be looking for you to start on 01/09/2025

This job does not meet Skilled Worker Visa sponsorship requirements.

How we'll reward you

You’ll join on a competitive salary of £25,020 and in addition you’ll receive a contribution to help you save for retirement. You can choose from a range of protection, healthcare or lifestyle benefits through NatWest Group Benefits, our fully flexible reward programme. You will have a generous holiday entitlement of 33 days (pro rata for hours worked) – you may be required to work bank holidays. Visit our rewards and benefits page for more information on the benefits packages we offer.

Hours

35

Job Posting Closing Date:

Job Posting Closing Date is not yet published.Ways of Working:Hybrid

About the company

NatWest Group plc, is a majority state-owned British banking and insurance holding company, based in Edinburgh, Scotland.

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