Customer Service & Operations Analyst, Fraud Prevention

Royal Bank of Scotland; Manchester; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Royal Bank of Scotland in Manchester is seeking a Customer Service & Operations Analyst for Fraud Prevention. You will investigate fraud prevention and recoveries queries to deliver successful customer and business outcomes.

Office-based training will be required in the Manchester office for six weeks, Monday to Friday, followed by a hybrid role with shift work between Monday and Sunday, 8am to 8pm on a rota basis. The role does not meet UK Skilled Worker sponsorship requirements.

Qualifications

• Background in fraud prevention, recoveries and a telephony environment.
• Experience delivering excellent customer service, especially with complex fraud queries.
• Awareness of changes in trends, policies and regulations related to fraud prevention and recoveries.
• Understanding of the industry and our customers, including products, processes and fraud prevention systems.
• Experience managing stakeholder relationships.

Responsibilities

• Process, authorise and investigate transactions to defined performance indicators and SLAs, collecting information from customers and the business.
• Investigate and analyse queries, escalate to internal/external parties as needed, using high-risk indicators to detect fraudsters.
• Identify and refer suspicions of money laundering and submit reports to the bank's specialist function.
• Act as a reference point for daily requests and escalations to resolve complex fraud claims and deliver key customer outcomes.

Skills

Fraud prevention

Recoveries

Telephony

Customer service

Stakeholder management

Tools

TSYS Knowledge

Job description

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

You'll deliver successful customer and business outcomes by investigating fraud prevention and recoveries queries

We'll look to you to suggest areas of customer and business focused improvement, contributing towards a culture of continuous improvement

It's a critical role, where you'll be recognised for your subject matter expertise, within the fraud prevention team, on emerging trends and evolving customer needs

Office based training will be required for the role, meaning your attendance is needed in the Manchester office Monday to Friday for six weeks initially, following that the role is hybrid and involves shift work between Monday to Sunday , 8am to 8pm, which means working on a rota basis

This role does not meet UK Skilled Worker sponsorship requirements

What you'll do

In your new role, speaking to customers, you'll deliver successful customer and business outcomes by processing, authorising and investigating all transactions to defined performance indicators and service level agreements, and by accurately collecting the required information from customers and the business. You'll utilise red flag indicators and high-risk data, from a range of systems, to help detect fraudsters and protect customers from financial crime.

You'll also:

• Investigate and analyse queries accurately and raise with the relevant internal and external parties, escalating where appropriate, and utilising high risk identification strategies to detect fraudsters
• Identify and refer suspicions of money laundering and submit reports to the bank's specialist function
• Maintain a clear understanding of the needs of our customers and stakeholders to deliver the most appropriate and fit for purpose solution when dealing with complex fraud prevention issues
• Act as a reference point for daily requests and escalations to resolve complex fraud claims and deliver key customer outcomes

The skills you'll need

We're looking for someone with a background in fraud prevention, recoveries and a telephony environment. You'll also bring a background of delivering excellent customer service, specifically when dealing with complex fraud prevention queries.

You'll also need:

• An awareness of changes in trends, policies and regulations applicable to fraud prevention and recoveries
• An understanding of the industry and our customers, including products, processes and fraud prevention systems
• Experience of managing stakeholder relationships
• Commercial Credit Card TSYS knowledge is preferable

Hours

35

Job Posting Closing Date:

Job Posting Closing Date is not yet published.

Ways of Working:

Hybrid