Economic Crime Investigator

Description This; Swindon; Hybrid; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Private medical insurance

Pension

Annual bonus

Training and development

Salary sacrifice scheme

Life assurance

Wellhub health and wellness

Volunteer days

Job summary

Nationwide is recruiting an Economic Crime Investigator to join the Fraud Team. You’ll speak with customers by telephone to assess suspected fraud, using profiling and questioning skills to understand each case and investigate transactions.

No prior fraud experience is required as comprehensive training is provided. The role offers 35 hours per week, Monday to Friday with 1-in-4 weekends, and a hybrid working model across the UK.

Qualifications

• As a minimum requirement, you will have excellent verbal communication skills with prior experience in a telephony or customer service environment.
• You will be willing to learn and be curious.
• You will have a proven track record of providing excellent customer service and going above and beyond for customers.
• You will have experience of handling challenging conversations with a wide range of people.
• You will be a team player who can collaborate across multiple teams.
• You will be able to work alone and organise your own workload.
• You will have good decision-making skills and confident judgment with accountable freedom.
• You will have a good working knowledge of Microsoft systems such as Outlook, Teams, and Office applications.

Responsibilities

• Investigate payments to determine whether fraud is taking place and contact customers via outbound telephony when needed.
• Ask questions, think critically, and deliver excellent customer service in sensitive situations.
• Work closely with Fraud teams to stop money leaving members' accounts due to fraudulent activity.
• Make informed decisions with support from the team and act in customers' best interests.

Skills

Verbal communication

Willingness to learn

Customer service excellence

Handling challenging conversations

Teamwork

Independent work

Decision-making

MS Office familiarity

Tools

Outlook

Teams

Office applications

Job description

As an Economic Crime Investigator within the Fraud Team, you'll be on the front line protecting our customers from fraud. You'll work alerts and speak directly with customers by telephone about suspected fraudulent account activity, using skilled, in depth profiling skills and questioning to understand each situation and investigate suspicious transactions.

You'll identify whether a payment is fraudulent and provide clear, practical guidance to help customers protect themselves from future fraud. As part of your training, you'll gain a strong understanding of how our wider fraud teams operate and work together. No previous fraud experience is required — we'll provide comprehensive training to set you up for success.

Our Financial Crime team protects Nationwide and its customers from all types of financial crime. Our team has an outstanding reputation, captivating subject matter and industry leading results that will see you work alongside detection systems, reacting to ever changing methods of financial crime, whilst striving to deliver exceptional customer experience.

This role is working full time, 35 hours per week, Monday to Friday including 1-in-4 weekends. Your shifts will be between 8am-8pm.

We're currently recruiting for an 11 th January 2027 start date. Please only apply if you can commit to this time frame and note that no annual leave will be permitted during the first two months in this role while you undertake training.

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.

For this job you'll be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you'll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office. If your application is successful, your hiring manager will provide further details on how this works.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

Uncompromisingly Customer, whatever our role

The extras you’ll get

• Private medical insurance
• A highly competitive pension to help you build a strong foundation for retirement
• Access to an annual performance-related bonus
• Training and development to help you progress your career
• A great selection of additional benefits through our salary sacrifice scheme
• Life assurance to provide peace of mind for you and your loved ones in the event of your death
• Wellhub – access to a range of free and paid options for health and wellness
• Up to 2 days of paid volunteering a year

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.

If you want to find out more about using AI in our recruitment process, please read more here.

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, communities, and broader society.

We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

What you’ll be doing

Using strong questioning and listening skills coupled with, strong investigative and profiling skills, you'll investigate payments to determine whether fraud is taking place and where necessary you will use outbound telephony to investigate directly with the customer.

This is a role that requires curiosity, empathy and confidence. You'll ask the right questions, think critically and deliver excellent customer service, often during sensitive or high‑pressure situations.

Working closely with other Fraud teams, you'll play a vital role in stopping money from leaving our members’ accounts for fraudulent activity.

You'll have the freedom to make informed decisions, backed by the support of your team and colleagues across Nationwide, ensuring you always act in the best interests of 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 willingness to learn and be curious
• 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, and be someone who can collaborate across many teams
• The ability to work alone and organise your own workload

• Great decision-making skills and feel confident with having accountable freedom
• Good working knowledge of Microsoft systems, such as Outlook, Teams, and other Office applications

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

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

Job Info

• Job Identification 5757
• Apply Before 10/27/2026, 11:55 PM
• Locations 3 Red Hall Crescent, Wakefield, West Yorkshire, WF1 2DF, GB 21 High Street, Birmingham, West Midlands, B4 7SL, GB Belfast City Hall, Belfast, Antrim, BT1 5AG, GB Richmond Hill, Bournemouth, Dorset, BH2 6EP, GB 47/49 Queen Street, Cardiff, CF10 2AS, GB 1 Gorse Stacks, Chester, CH1 3EQ, GB Masterton House, Dunfermline, Fife Region, KY11 8NX, GB 83 George Street, Edinburgh, EH2 3ES, GB 92/96 Argyle Street, Glasgow, Glasgow City, G2 8BQ, GB 94 Briggate, Leeds, LS1 6NP, GB 1 Threadneedle Street, London, Greater London, EC2R 8AY, GB 28 King Street, Maidstone, ME14 1DA, GB 48-50 Market Street, Manchester, M1 1PW, GB Jubilee House, Newcastle, NE3 4PL, GB Nationwide House, Swindon, Wiltshire, SN38 1NW, GB 32 St Stephens Street, Norwich, Norfolk, NR1 3SH, GB 38 Carver Street, Sheffield, South Yorkshire, S1 4FS, GB Kings Park Road, Northampton, Northamptonshire, NN3 6NW, GB 7/11 Montague Street, Worthing, BN11 3AX, GB