Fraud Support Associate

Fraud Support Associate

Location: Skelmersdale - Hybrid - (2 days per week in the office following 6-8 weeks training.)

Contract: Permanent

Salary: £24,250 plus a range of fantastic benefits (DR2)

Hours: Shifts Mon-Fri between 8am - 6pm and 1 in 2 weekends

The role:

As a Fraud Support Advisor you will carry out a range of fraud, account opening and disputes related activities, to facilitate the provision of effective recovery of fraud losses, services to customers and root cause analysis. This is a great opportunity for anyone who has worked within a contact centre who enjoys dealing with and resolving complex issues and who is interested in moving into the banking sector or for those currently working in the sector and looking to step up into a fraud based role.

Key accountabilities:

• Produce and process accurate and timely documentation (letters, investigations, recommendations etc.) to support the provision of quality services to customers, fraud prevention, or recoveries in line with all relevant standards and regulations.


• Contact and responding to customers by letter, phone, email or other relevant channels to obtain or clarify information to support processing, investigations and other activities, to provide explanations and to ensure their needs are fully understood and appreciated and have been taken into account.


• Maintain, check and process data and information accurately to meet deadlines and standards, highlighting exceptions, investigating issues and problems and identifying emerging trends.


• Collate and summarise information or data in assigned areas, ensure completeness and accuracy, carry out initial analysis and produce both standard and ad hoc reports to meet business needs or pass outputs to others for use in decision-making.


• Plan and prioritise work, ensure deadlines and targets are met, and check own work and that of others as required for accuracy and completeness.


What we would like from you:

• You have a passion for delivering great customer service and taking ownership of customer queries.


• You've got excellent interpersonal, investigative and questioning skills.


• You are reliable and ethical, respecting customers' confidentiality.


What you can expect from us:

• 27 days' holiday at start, rising to 30 days


• Competitive pension / income protection / life assurance


• 2 paid days for volunteering per year


• Positive working environment in contemporary offices


• Strong career path within Financial Services


• Family friendly policies and supportive working environment


• Recognition scheme and a culture in which we celebrate success


• Colleague network groups committed to inclusion and diversity within our Bank.


Why join The Co-operative Bank:

2024 is an exciting time to join The Co-operative Bank as we continue our journey of growth. The original ethical bank, formed in 1872, we are the only UK high street bank with a customer-led Ethical Policy, which is one of the main reasons our customers choose to bank with us.

We welcome applications from talented individuals from all backgrounds and lifestyles who can work with us in maintaining a culture of belonging, where people are valued and respected. We are a Disability Confident Employer.

As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.

The Co-operative Bank doesn't currently have a sponsor licence with the Home Office. This means that we are unable to support candidates who require sponsorship under UK work visas. We do however welcome applications from all nationalities and backgrounds and all applications are considered on merit.

If you require more information or this document in a different format, please contact our Careers Team.


• You have a passion for delivering great customer service and taking ownership of customer queries.


• You've got excellent interpersonal, investigative and questioning skills.


• You are reliable and ethical, respecting customers' confidentiality.
  
  2024 is an exciting time to join The Co-operative Bank as we continue our journey of growth. The original ethical bank, formed in 1872, we are the only UK high street bank with a customer-led Ethical Policy, which is one of the main reasons our customers choose to bank with us.


We welcome applications from talented individuals from all backgrounds and lifestyles who can work with us in maintaining a culture of belonging, where people are valued and respected. We are a Disability Confident Employer.

As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.

What you can expect from us:

• 27 days' holiday at start, rising to 30 days


• Competitive pension / income protection / life assurance


• 2 paid days for volunteering per year


• Positive working environment in contemporary offices


• Strong career path within Financial Services


• Family friendly policies and supportive working environment


• Recognition scheme and a culture in which we celebrate success


• Colleague network groups committed to inclusion and diversity within our Bank.