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Economic Crime Investigator - Fraud Contact Team

  • Location(s): Nationwide House (Swindon), Sheffield Contact Centre, Wakefield Contact Centre, Portman House (Bournemouth), Northampton Office, Masterton Park
  • Salary: From £22,900 up to £25,000

Economic Crime Investigator - Fraud Contact Team

  • Contract Type: Permanent
  • Ref: R00MF00244
  • Closing Date: 26 May 2024

Economic Crime Investigator – Fraud Contact Team

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.

As an Economic Crime Investigator, 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.

 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.

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, at one of our offices either Swindon, Bournemouth, Northampton, Sheffield, Wakefield or Dunfermline. 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.

This position which works on a rotating shift pattern, The team cover our core business hours Mon-Fri 8am-8pm and 1 in 4 weekends, you'll get this time back elsewhere in the week. You will work contracted shifts on a rotational basis and will be given 4-6 weeks’ notice of your shift pattern.

 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 environment 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 who can 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 are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

  • Say it straight - This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
  • Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
  • Get it done - This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.

The extras you’ll get

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

  • A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
  • Up to 2 days of paid volunteering a year
  • Life assurance worth 8x your salary
  • A great selection of additional benefits through our salary sacrifices scheme
  • Wellhub – Access to a range of free and paid options for health and wellness.
  • Access to an annual performance related bonus
  • Access to training to help you develop and progress your career.
  • 25 days holiday

What makes us different

Nationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. We’ve got the scale to compete with the big banks, but we’re not a bank 

As a building society, we’re owned by our members – that’s our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose – Banking – but fairer, more rewarding, and for the good of society.  

When you work at Nationwide, you can experience that difference for yourself. You’ll be part of a high-performing, purpose-driven organisation that offers rewarding career experiences and a highly competitive range of benefits to match. You’ll also be joining us at an important time as we seek to reach more and more people in the UK. We want everyone in the UK to know that they don’t have to bank with a bank. They can choose a modern mutual instead.  

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.

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

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 customer facing role at Nationwide.

If you pass these online assessments, we’ll then ask you to answer some questions in a video interview (don’t worry you can turn the camera off for this) within the next 48 hours.

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

Best of luck in your application!

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Economic Crime Investigator - Fraud Contact Team

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Here’s the legal bit: The infographic is an indicative summary of some of the key benefits which you may receive if you are employed by Nationwide and these are subject to variation by Nationwide at its discretion. If you work part-time, some benefits may be pro-rated.  This document provides an illustrative summary only and does not create any contractual rights.

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