Fraud Detection Agent

Nationwide; Leeds; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Private medical insurance

Pension

Annual bonus

Training and development

Salary sacrifice benefits

Life assurance

Wellhub health & wellbeing

Volunteer days

Job summary

Nationwide is seeking a Fraud Support Advisor to help customers managing financial difficulties due to fraud. You will listen closely, ask precise questions, and guide customers to the best outcome while maintaining accuracy and compliance.

The role emphasizes empathy, resilience, and strong communication, with hybrid working and a 35-hour week across designated UK offices.

Qualifications

• Experience in customer service, preferably in a call centre.
• Able to handle tough conversations with resilience and empathy.
• Excellent listening and information-gathering skills.

Responsibilities

• Provide guidance and reassurance to customers affected by fraud.
• Ask questions to reach root causes and determine best solutions.
• Liaise with third parties to ensure customers receive appropriate support.

Skills

Empathy

Active listening

Questioning

Customer service

Tools

CRM systems

Job description

Our Fraud Detection Team go the extra mile to provide customers with the help they need to manage their financial situation. To join them, you’ll need to be naturally curious with the confidence to ask the right questions to get to the root of the problem. You’ll be primarily helping customers who have been a victim of fraud, which means there’ll be some tough conversations – but your resilience and ability to empathise will be encouragement to those who need it most.

Despite the challenges you’ll face, there’ll be opportunities to make memorable experiences for customers – something that our team is extremely passionate about, and that’s an extremely rewarding part of the role. You’ll need to be a great listener, have patience, and demonstrate a caring manner. It’s vital that you can get the basics right, focus on the detail, and work to a high degree of accuracy.

We're currently recruiting for a 4 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.

You will work full-time, 35 hours per week, with shift rotations between the hours of 8am and 7:30pm, Monday to Friday and Saturdays working 9am - 5pm.

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.

Virgin Money is now part of Nationwide

Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years.

You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.

Uncompromisingly Customer, whatever our role

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

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

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

You will offer guidance, support, and reassurance to customers, including those experiencing or approaching financial difficulty and those who may be vulnerable to fraud or scams. By demonstrating strong curiosity and a genuine desire to understand each customer’s situation, you will identify the best possible solution for both the customer and the business. The role involves liaising with third parties to ensure customers are fully supported and receive a service aligned with best practice and regulatory requirements.

Using effective questioning, active listening, and confident communication, you will accurately summarise key information while working within defined policies and procedures. You will also be comfortable constructively challenging established processes, where necessary, to achieve the right outcome. Emotional resilience, honesty, and openness are essential, as there will be challenging days, and being a supportive team player who contributes positively to colleagues throughout the day is a vital part of the role.

About you

For this role, you will have/be:

• A genuine passion for delivering outstanding customer experiences and ensuring the best possible outcomes for our customers
• Previous experience in a customer service role within a call centre. We also highly value transferable skills gained in other customer-focused environments, such as retail or hospitality
• The ability to be insatiably curious, asking questions, challenging the norm, and negotiating to deliver the best solution
• A proficient communicator with a sincere approach to understanding customer needs and delivering heartfelt service
• A caring, positive attitude with a genuine passion for helping others to exceed our customers’ expectations
• The ability to multi-task – listen to customers, while investigating / reviewing information
• Experience / confidence with dealing with customers and customer behaviours

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 5309
• Apply Before 10/18/2026, 10:55 PM
• Locations 94 Briggate, Leeds, LS1 6NP, GB Belfast City Hall, Belfast, Antrim, BT1 5AG, GB Richmond Hill, Bournemouth, Dorset, BH2 6EP, GB 21 High Street, Birmingham, West Midlands, B4 7SL, 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 177 Bothwell Street, Glasgow, G2 7ER, GB 2 Spring Gardens, Manchester, M2 1EE, GB 3 Red Hall Crescent, Wakefield, West Yorkshire, WF1 2DF, GB 1 Threadneedle Street, London, Greater London, EC2R 8AY, GB 28 King Street, Maidstone, ME14 1DA, GB Jubilee House, Newcastle, NE3 4PL, GB 38 Carver Street, Sheffield, South Yorkshire, S1 4FS, GB Nationwide House, Swindon, Wiltshire, SN38 1NW, GB Kings Park Road, Northampton, Northamptonshire, NN3 6NW, GB 32 St Stephens Street, Norwich, Norfolk, NR1 3SH, GB 7/11 Montague Street, Worthing, BN11 3AX, GB