Fraud Investigator

As an Economic Crime Investigator within Fraud Contact Team, you’ll speak with our customers to discuss potentially fraudulent account activity. Using in-depth questioning skills, you will build a great rapport to identify if a payment is fraudulent and provide education where necessary to avoid the risk of future scams. As part of your training, you will learn about the other teams’ roles and responsibilities. Previous experience in Fraud is not essential as full training will be provided.

Our Financial Crime team protects Nationwide and its customers from all types of financial crime. Our team has an outstanding reputation, captivating subject matter and industry leading results that will see you work alongside detection systems, reacting to ever-changing methods of financial crime, whilst striving to deliver exceptional customer experience.

If you’re a team player, able to work in a fast-paced environment and putting customers and their money first is important to you, then this could be the role for you. 

The team cover our core business hours between 8am - 8pm, working Monday – Friday and one in three of both Saturday and Sunday. Where you work a weekend, you'll get this time back elsewhere in the week. You will work contracted shifts on a rotational basis and will be given 8 weeks’ notice of your shift pattern.

We are happy to consider flexible working approaches to help you perform at your best.

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 spend at least two days per week, or if part time you'll spend 40% of your working time, based at either our Sheffield, Wakefield, Northampton, Swindon or Dunfermline office. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

What you’ll be doing

You will be answering inbound calls from our members or third parties. Using in-depth questioning and frameworks you will identify if a payment is fraudulent. You will need to be inquisitive on the calls and provide great customer service, often during challenging situations. 

No two calls are the same. They could be five minutes or up to an hour for more complex cases. Working alongside other Fraud teams you’ll work to stop any money leaving customer accounts. You’ll have accountable freedom and support from your team and other Nationwide departments to ensure you’re making the best decisions for our customers.

 About you

As a minimum requirement you will have:

• Excellent verbal communication skills having previous experience in a telephony or customer service environment

• A proven track record of providing excellent customer service and examples of where you have gone above and beyond for your customers

• Experience of handling challenging conversations with a wide range of people

• A team player ethos and the ability to collaborate across many teams

• The ability to work alone and organise your own workload

• Great decision-making skills feeling confident with having accountable freedom

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.

The extras you’ll get

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

• 25 days holiday, pro rata

• Access to 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 to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.

Once we’ve received your application successfully, we will invite you to the first stage; our online assessments!

Within a few hours you’ll receive a link to your unique candidate hub – here we’ll ask you to complete some online assessments within 48 hours of applying; these include a situational judgement test, checking and numerical assessments – all focussed around what’s important to us in a member facing role at Nationwide.

In your candidate hub you’ll also be able to get hints and tips and watch videos from our colleagues giving you a really good idea of what it’s like to work here at Nationwide.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.