Customer Service & Operations Analyst, Fraud Prevention - NatWest Group

Join us in Fraud Prevention as a Customer Service & Operations Analyst

• You'll deliver successful customer and business outcomes by investigating fraud prevention and recoveries queries
• We'll look to you to suggest areas of customer and business focused improvement, contributing towards a culture of continuous improvement
• It's a critical role, where you'll be recognised for your subject matter expertise, within the fraud prevention team, on emerging trends and evolving customer needs
• Office based training will be required for the role, meaning your attendance is needed in the Manchester office Monday to Friday for six weeks initially, following that the role is hybrid and involves shift work between Monday to Sunday , 8am to 8pm, which means working on a rota basis
• This role does not meet UK Skilled Worker sponsorship requirements

What you'll do
In your new role, speaking to customers, you'll deliver successful customer and business outcomes by processing, authorising and investigating all transactions to defined performance indicators and service level agreements, and by accurately collecting the required information from customers and the business. You'll utilise red flag indicators and high-risk data, from a range of systems, to help detect fraudsters and protect customers from financial crime.
You'll also:

• Investigate and analyse queries accurately and raise with the relevant internal and external parties, escalating where appropriate, and utilising high risk identification strategies to detect fraudsters
• Identify and refer suspicions of money laundering and submit reports to the bank's specialist function
• Maintain a clear understanding of the needs of our customers and stakeholders to deliver the most appropriate and fit for purpose solution when dealing with complex fraud prevention issues
• Act as a reference point for daily requests and escalations to resolve complex fraud claims and deliver key customer outcomes

The skills you'll need
We're looking for someone with a background in fraud prevention, recoveries and a telephony environment. You'll also bring a background of delivering excellent customer service, specifically when dealing with complex fraud prevention queries.
You'll also need:

• An awareness of changes in trends, policies and regulations applicable to fraud prevention and recoveries
• An understanding of the industry and our customers, including products, processes and fraud prevention systems
• Experience of managing stakeholder relationships
• Commercial Credit Card TSYS knowledge is preferable