Fraud Ambassador

Vanquis; Chatham; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading company is seeking a Fraud Ambassador to safeguard customers and the business from fraud. This role involves handling inquiries, making decisions based on regulatory knowledge, and collaborating with teams to improve customer experience. The position offers flexibility, a supportive environment, and opportunities for professional development.

Benefits

25 days holiday up to 30 days

Pension contribution up to 10%

Enhanced maternity and paternity leave

Workations

2 paid volunteering days

LinkedIn Learning for all

Snoop Premium available

Quarterly socials

Private Medical Insurance option

Discretionary annual bonus

Qualifications

• Previous experience in a fraud investigation role.
• Ability to analyse complex data and make well-judged decisions.

Responsibilities

• Handle all incoming enquiries related to suspected fraudulent activity.
• Make sound, risk-based decisions to protect customers.

Skills

Analytical Skills

Communication

Customer-Centric Approach

Education

High School Diploma

Tools

Microsoft Applications

Job description

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Contract Type: Fixed Term Contract – 12 months

Location: Bradford, Chatham, Petersfield

Working Pattern: Hybrid—typically a couple of days a week in the office. Part-time or flexible arrangements are considered to support work-life balance. A fear of losing your current working flexibility shouldn't hinder you from applying for new opportunities, which is why we aim to match your existing flexible working arrangements where possible.

What We Offer:

• Holidays: 25 days holiday up to 30 days (depending on service)
• Pension: We know it is important to save for the future, that is why we willcontribute up to 10%
• Maternity/Paternity: We realise that family time is important, we offer enhanced maternity (after successful completion of probation) and 4 weeks paternity leave
• Workations: opportunity to work abroad 20 days a year (approved list of countries) enabling you to visit family and friends or extend your trip
• Volunteering: 2 paid days to ‘give back’ to the charity of your choice
• Development: LinkedIn Learning for all
• Finance: Snoop Premium available to all colleagues
• Opportunities to connect: via quarterly socials, in-person and virtual company updates
• Medical: Opportunity to opt in forPrivate Medical Insurance
• Bonus: Discretionary annual bonus

The Role:

You and Your Team:

As a Fraud Ambassador you will be reporting to the Fraud and Financial Crime Lead.

You will be at the forefront of safeguarding our customers and our business. You’ll take ownership of case reviews and fraud claims, delivering fair and efficient resolutions while working within regulatory and business frameworks. This is an exciting opportunity to make a real difference, offering support to customers at a critical point in their journey and helping to prevent future fraudulent activity.

In your day-to-day role, as a Fraud Ambassador you will:

• Handle all incoming enquiries related to suspected fraudulent activity.
• Engage in detailed customer conversations to build clear timelines of events.
• Make sound, risk-based decisions to protect both customers and our bank’s reputation.
• Apply regulatory knowledge (CCA, Section 75, Visa dispute rules, CIFAS, National Hunter) to inform decisions.
• Assist customers impacted by fraud, helping them recover and regain confidence.
• Take fair and proactive decisions that may lie outside standard processes.
• Communicate effectively via telephony and non-telephony channels.
• Collaborate with internal teams to reduce future customer friction.
• Stay flexible and responsive in a fast-paced, ever-changing environment.
• Champion continuous improvement initiatives across operations.

What will make you stand out?

• Previous experience in a fraud investigation role.
• Ability to analyse complex data and make well-judged decisions.
• High level of computer literacy, including Microsoft applications.
• Good knowledge of financial regulation requirements and external guidelines (CCA, Section 75, Visa dispute rules).
• Outstanding communication skills across phone and email.
• A basic understanding of our products, features, and benefits.
• A collaborative, self-starting attitude with a focus on knowledge sharing.
• A passion for protecting customers and solving complex problems.
• Strong analytical skills to interpret data and make informed decisions.
• An empathetic, customer-centric approach to handling vulnerability and distress.
• Drive for innovation and continuous improvement of the customer journey.

Offers are subject to satisfactory background checks, including credit, fraud, and employment references.

Why Apply?

• Make a direct impact by protecting customers and the business from fraud.
• Join a supportive, inclusive, and high-performing team.
• Develop your skills and expertise in fraud operations within a regulated environment.
• Contribute to a culture of innovation and continuous improvement.

Who We Are:

At Vanquis, we have a simple purpose: to deliver caring banking so our customers can make the most of life’s opportunities. Established in 1880, we’re now a FTSE All Share company and leading specialist bank. We lend responsibly, providing tailored products and services to over 1.69 million UK customers.

Vanquis has been named one of the Financial Times UK’s Best Employers 2025, ranking in the top 50 nationwide and seventh in Banking and Financial Services. This recognition is based on independent employee feedback, reflecting our strong workplace culture, career growth opportunities, and commitment to our people. Our dedication to making a real difference for customers and supporting our colleagues remains at the heart of what we do.

We take care of our colleagues as well as our customers, working hard to create a rewarding and supportive work environment. That means competitive salaries, benefits, and a Group-wide recognition scheme. Everyone can enrol in our pension and after six months, you can join our ‘Buy as You Earn’ scheme.

We’re about more than financial rewards though. We give everyone a voice in the business and room to be their authentic self. And we know you’re here to build your career, so we help every colleague with training and development opportunities. Making sure there’s always something new to learn.

Vanquis Bank is an Equal Opportunity Employer

Here at Vanquis Banking Group, we embrace everyone’s unique strengths and identities to be themselves at work. Regardless of how you identify yourself, your sexual orientation, martial or civil partner status, race, colour, nationality, ethnic or national background, faith, disability, or age – your experiences and background help enrich our teams, and most importantly help support our customers in the best way possible. At the end of the day, it's our people that help us to fulfil the reason why we’re here in the first place: to help put people on a path to a better everyday life.

If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available to help. You can contact us at [e-mail]

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Analyst, and Administrative

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