Fraud Investigator, High-Value Commercial & Retail

NatWest Group; Southend-on-Sea; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading UK bank is seeking a Fraud Investigator to safeguard customers and manage complex fraud cases. This role offers hybrid working after 12 weeks of onsite training, ensuring best-in-class service in a supportive environment. The ideal candidate will have experience in fraud prevention and a commitment to customer service excellence.

Qualifications

• Strong background in fraud prevention, scams, or financial crime.
• Confident in making recommendations and influencing outcomes.
• Experience in managing customer service in high pressure situations.

Responsibilities

• Investigate and analyze complex fraud cases promptly.
• Act as a point of contact for high-value customers.
• Partner with internal teams to manage risk effectively.

Skills

Fraud prevention expertise

Customer service excellence

Stakeholder relationship management

Understanding of fraud trends

Job description

Join us as a Fraud Investigator, High Value Commercial & Retail

• In this role, you’ll deliver successful customer and business outcomes by investigating high value or complex fraud and scam cases end-to-end to deliver a first class service
• Day-to-day, you’ll maximise funds recovery opportunities and support business processes, policies, and procedures
• This is your opportunity to work in a truly inclusive environment where you can help our bank to protect people, families, and businesses and help them to thrive
• This role requires 12 weeks onsite training after completion the role will be hybrid 6 days per month in office

What you’ll do

As a Fraud Investigator, you’ll be at the forefront of safeguarding our customers and the bank. You’ll coordinate the Bank’s resources and expertise to respond to high value or complex fraud or scams ensuring timely and effective resolution.

You’ll work closely with onboarding teams, in-life relationship managers, and commercial and retail stakeholders to understand customer needs and deliver tailored, fit-for-purpose solutions that protect their interests and support their growth. You will either specialise in onboarding and in-life strategies or focus on fraud and scam investigations, depending on your experience and the needs of the business.

Your responsibilities will include:

• Acting as a direct point of contact for commercial and high-value customers impacted by scams or frauds, ensuring optimal experiences and outcomes for customers
• Investigating & analysing complex cases with accuracy and urgency, adhering to regulatory and agreed timescales.
• Using red flag indicators and high risk data from a range of systems to detect fraudsters and to protect genuine customers from financial crime
• Partnering with internal teams to assess and manage risk within the bank’s framework and appetite.
• Responding to complete queries from customers & stakeholders promptly and professionally
• Participating in initiatives to improve customer services, processes and procedures while providing subject matter expertise knowledge on emerging trends and customer needs

The skills you’ll need

To be successful in this role, you’ll bring a strong background in fraud prevention scams, recoveries, financial crime or customer lifecycle strategies. You’ll be confident to make informed recommendations and influencing outcomes, with a focus on customer protection and experience.

You’ll also need:

• A deep understanding of fraud trends, regulatory changes & risk management practices
• Knowledge of commercial & retail banking products, onboarding processes, and fraud prevention systems
• Experience of managing stakeholder relationships across multiple functions
• A track record of delivering excellent customer service in complex, high pressure situations