Senior Fraud Analyst

Job Description

Purpose of the role

To monitor customer accounts for suspicious/fraudulent activities and take appropriate action when required. 

Accountabilities

• Execution of customer query support, including credit card inquires, account management and case resolution related to suspected fraud.
• Collaboration with various internal stakeholders across function projects and law enforcement agencies in cases of potential fraud.
• Development and implementation of fraud prevention strategies and procedures, including the use of fraud detection tools and technologies.
• Support teams within the business operations function as needed, including risk management, compliance, and customer care.
• Identification and implementation of trends and developments to regulatory requirements and internal policies related to fraud prevention and detection activities.
• Management and development of KPIs to measure the effectiveness of customer care fraud prevention operations, utilising data and technology to support the identification of areas that require improvement.
• Monitoring financial transactions for potential fraudulent and suspicious activities and conduct investigations and report fraud incidents.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

Join us as at Barclays as a Senior Fraud Analyst. In this role you will investigate fraud and scam disputes for the purpose of protecting genuine victims from further financial loss. You will speak to customers to confirm the authenticity of payments, aligning with current regulations, policy and procedures. This is a role which will require customer contact and case management skills as well as telephony experience. This role is 35 hours per week, Monday-Friday, shifts between 5pm to midnight and may require working some UK bank holidays. This is a business-critical role, all activity must be completed in accordance with financial regulations and group policies. Minimising risk and exposure of suspicious activity for both the Bank and Customer is crucial. To do this successfully you will be responsible for liaising directly with a number of stakeholders including customers, merchants, law enforcement, National Fraud Intelligence Bureau and a number of wider business functions such as Wealth, Corporate, Legal, Litigation, Strategy and Advocacy.

To be successful in the role of a Senior Fraud Analyst you should have:

• Ability to work calmly and constructively under pressure.
• Ability to adapt to change.
• First class customer service skills.
• Ability to work as part of a team and on own.

Some other highly valued skills include:

• Highly developed communication and influencing skills.
• Competent problem solving and decision-making ability.
• Collaborative approach to handling issues.
• Drives performance - uses initiative in seeking resolution to complaints.
• High level of quality awareness.
• Proven ability to manage complex cases.

You may be assessed on key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job specific technical skills.

This role can be working from home or based in Knutsford.