Fraud Prevention & Customer Operations Analyst (Hybrid)

Royal Bank of Scotland; Manchester; Híbrido; GBP 25.000 - 35.000; Jornada completa

Descripción de la vacante

Royal Bank of Scotland in Manchester is seeking a Customer Service & Operations Analyst for Fraud Prevention. You will investigate fraud prevention and recoveries queries to deliver successful customer and business outcomes.

Office-based training will be required in the Manchester office for six weeks, Monday to Friday, followed by a hybrid role with shift work between Monday and Sunday, 8am to 8pm on a rota basis. The role does not meet UK Skilled Worker sponsorship requirements.

Formación

• Background in fraud prevention, recoveries and a telephony environment.
• Experience delivering excellent customer service, especially with complex fraud queries.
• Awareness of changes in trends, policies and regulations related to fraud prevention and recoveries.
• Understanding of the industry and our customers, including products, processes and fraud prevention systems.
• Experience managing stakeholder relationships.

Responsabilidades

• Process, authorise and investigate transactions to defined performance indicators and SLAs, collecting information from customers and the business.
• Investigate and analyse queries, escalate to internal/external parties as needed, using high-risk indicators to detect fraudsters.
• Identify and refer suspicions of money laundering and submit reports to the bank's specialist function.
• Act as a reference point for daily requests and escalations to resolve complex fraud claims and deliver key customer outcomes.

Conocimientos

Fraud prevention

Recoveries

Telephony

Customer service

Stakeholder management

Herramientas

TSYS Knowledge

Descripción del empleo

Royal Bank of Scotland in Manchester is seeking a Customer Service & Operations Analyst for Fraud Prevention. You will investigate fraud prevention and recoveries queries to deliver successful customer and business outcomes.

Office-based training will be required in the Manchester office for six weeks, Monday to Friday, followed by a hybrid role with shift work between Monday and Sunday, 8am to 8pm on a rota basis. The role does not meet UK Skilled Worker sponsorship requirements.