Fraud Investigator
Location: Manchester/Hybrid – (2 days per week in the office)
Contract: Permanent Full-Time 35 hours per week
Salary: Up to £26,500 plus annual bonus and a range of fantastic benefits
Hours: Mon-Fri between 8am – 6pm and 2 in 4 weekends 8am - 4pm
What’s on offer?
We reward colleagues with more than just competetive salary and bonus scheme, we offer an attractive range of benefits including work life balance and wellbeing options.
- Enhanced pay for working on a weekend and if employed on a full time contract (an additional 35%. will be paid on top of your normal hourly rate).
- Annual bonus.
- 27 days holiday increasing to 30 days plus bank holidays and the opportunity to buy additional holidays (up to a maximum of 35 days holiday entitlement in total).
- Pay progression reviews every 6 months.
- Free on-site parking
- Pension scheme up to 10% employer contribution.
- Life insurance and income protection.
- Extended unpaid leave.
- Paid maternity/paternity and adoption leave.
- 2 paid volunteering days per year.
- A range of retail/high-street discounts.
- Discounted travel to work.
- Eye care vouchers.
- Cycle to work scheme.
- Family friendly policies and wellbeing support.
- Award winning Colleague Network Groups committed to diversity and inclusion.
- Career development/Apprenticeship opportunities.
What you will be doing:
As a Fraud Investigator you will be responsible for managing your own case load and investigating fraud related activities. Facilitating the provision of effective recovery of fraud losses, services to customers and root cause analysis in line with all fraud procedures and standards.
- Undertake detailed investigations of fraud related activities i.e. claims of unauthorised transactions, authorised push payments, authorised payments on visa/debit cards etc. in order to confirm customers are indeed a real victim of fraud and haven’t enabled the fraud through their own actions.
- Have an understanding of CRM (Contingency Reimbursement Model) & PSR (Payment Service Regulations)
- Validate investigations utilising a range of sources from both internal and external sources as required.
- Make suitable recommendations showing meaningful rationale.
- Maintain comprehensive and accurate records of investigation, whilst ensuring high quality of evidence to support the investigation, the outcome and identifying emerging trends.
- Contact customers by letter, telephone, 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.
- Take action to secure accounts, investigate and identify any control gaps or weaknesses.
- Ensure at all times that advice and services provided are consistent with all relevant procedures, regulations, standards, behaviours and performance targets as well as maximising the level of customer satisfaction.
- Develop skills and knowledge, including product knowledge and skills with relevant software tools and systems, and keep up to date with relevant industry developments to improve own capabilities and the services provided.
What you will need?
- Must have experience of investigating fraud or financial crime in a previous role
- Strong investigation/problem solving skills and attention to detail
- Report writing skills
- The ability to manage multiple workloads at any one time and prioritise tasks as required
- Ability to work within a challenging environment whilst maintaining a high quality standard of work
- Highly developed telephony skills and the ability to deal with difficult conversations.
- Must be comfortable making judgement based decisions within in a changing environment
- Knowledge of regulatory guidelines
Why join The Co-operative Bank?
If you have a passion for investigating and experience within financial crime then we want to hear from you!
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.
If you require more information or this document in a different format, please contact our Careers Team.
Our Bank is committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential. 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.