Customer Service & Operations Analyst, Scams

NatWest Group; Southend-on-Sea; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading banking institution is seeking a Customer Service & Operations Analyst to investigate and resolve fraud prevention queries. The ideal candidate will have a strong background in fraud prevention and financial crime operations, ensuring excellent customer service throughout complex cases. The role emphasizes collaboration with internal and external parties to detect fraud effectively and protect customers.

Qualifications

• Background in fraud prevention and financial crime operations required.
• Experience in managing complex fraud prevention queries.
• Awareness of industry trends and related regulations.

Responsibilities

• Investigate and analyse fraud prevention queries accurately.
• Identify and refer suspicions of money laundering.
• Act as a reference point for complex fraud claims.

Skills

Fraud prevention knowledge

Excellent customer service

Stakeholder relationship management

Job description

Overview

Join us as a Customer Service & Operations Analyst, Scams. 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.

What you’ll do

In your new role, 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 financial crime operations. 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