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For Companies At a Glance
- Tasks: Help customers navigate fraud issues and provide empathetic support.
- Company: Join Virgin Money, a pioneering mutual bank focused on fair and rewarding banking.
- Benefits: Enjoy 38.5 days of leave, flexible work options, and market-leading perks from day one.
- Why this job: Make a real difference in people's lives while working in a fun, inclusive environment.
- Qualifications: Customer service experience and a caring attitude are essential; fraud experience is a bonus.
- Other info: Remote work available; apply quickly as the position may close early due to high interest.
The predicted salary is between 19500 - 21800 £ per year.
Fraud and Dispute Customer Associate
Virgin Money UK Newcastle upon Tyne, United Kingdom
Virgin Money UK Newcastle upon Tyne, United Kingdom
Business Unit: Fraud Operations
Salary range: £23,500 – £26,000 per annum + benefits
Location: Head Office – Glasgow, Newcastle, Leeds, Remote – work from anywhere within the UK
Contract type : Permanent
Our Team
Our Specialist Support Team go the extra mile to provide customers with the help they need to manage their financial situation. To join them you\’ll need to be naturally curious with the confidence to ask the right questions to get to the root of the problem. You\’ll be primarily helping customers who have been a victim of fraud, which means there\’ll be some tough conversations – but your resilience and ability to empathise will be encouragement to those who need it most.
What you\’ll be doing
- Providing an excellent customer experience; whilst ensuring we achieve a sustainable and affordable solution for the customer.
- Providing help, guidance, and support to customers both in or approaching financial difficulty and potential victims of Fraud or Scams
- You will need to demonstrate a significant degree of insatiably curiosity to obtain the best possible solution for the customer and the company.
- You will liaise with third parties to ensure that our customers are fully supported and receive a service based on best practice.
- You will be asked to summarise key information obtained by effective probing and active listening whilst ensuring you operate within defined policies and procedures.
- You will not be afraid to challenge the \’rules\’ in favour of achieving a good outcome for the customer and company.
- As we are a regulated organisation, we need you to work within the appropriate regulatory frameworks we follow.
- You will be emotionally resilient, open, and honest when times get tough – because they will; and a real team player supporting your co-workers throughout the day.
We need you to have
- Face to face or telephone-based customer experience
- A caring, positive attitude with a genuine passion for helping others to exceed our customers\’ expectations.
- Excellent communication and listening skills with the ability to empathies and deliver a heartfelt service.
- The ability to be insatiably curious, asking questions, challenging the norm, and negotiating to deliver the best solution.
It\’s a bonus if you have but not essential
- Experience in Fraud and/or scams
- Previous experience working in financial services/banking
Red Hot Rewards
- Generous holidays – 38.5 days annual leave (including bank holidays and prorated if part-time) plus the option to buy more.
- Up to five extra paid well-being days per year.
- 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.
- Market-leading pension.
- Free private medical cover, income protection and life assurance.
- Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.
And there\’s no waiting around, you\’ll enjoy these benefits from day one.
If we\’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible.
Say hello to Virgin Money
Virgin Money is so much more than just a bank. As part of the Nationwide group, together we\’re the UK\’s first full-service mutual bank serving millions of retail and business customers and all driven by our purpose ; Banking but fairer, more rewarding and for the good of society. With us, you\’ll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider.
Be yourself at Virgin Money
At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking – but fairer, more rewarding, and for the good of society. We\’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.
As a Disability Confident Leader, we\’re committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team careers@virginmoney.com
Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants.
Now the legal bit
Although some of our roles allow you to be based anywhere in the UK, we\’ll need you to confirm you have the right to work in the UK.
If you\’re successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years\’ worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks – we\’ll ask for six years of regulatory references, and once in the role, you\’ll be subject to periodic employment checks.
Advertised: 08 Jul 2025 GMT Daylight Time
Applications close: 16 Jul 2025 GMT Daylight Time
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Fraud and Dispute Customer Associate | Newcastle upon Tyne, UK employer: Virgin Money UK
Contact Detail:
Virgin Money UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Fraud and Dispute Customer Associate | Newcastle upon Tyne, UK
✨Tip Number 1
Familiarise yourself with common fraud scenarios and the emotional impact they have on victims. This knowledge will help you empathise with customers and provide tailored support during tough conversations.
✨Tip Number 2
Practice active listening techniques to ensure you fully understand customer concerns. This skill is crucial for summarising key information and demonstrating your commitment to finding the best solutions.
✨Tip Number 3
Showcase your curiosity by preparing thoughtful questions about the role and the company during any interviews. This will highlight your genuine interest in helping customers and your willingness to challenge the norm.
✨Tip Number 4
Connect with current or former employees on platforms like LinkedIn to gain insights into the company culture and expectations. This can give you an edge in understanding how to align your approach with their values.
We think you need these skills to ace Fraud and Dispute Customer Associate | Newcastle upon Tyne, UK
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and required skills. Tailor your application to highlight how your experience aligns with the role of a Fraud and Dispute Customer Associate.
Showcase Relevant Experience: Emphasise any previous customer service experience, especially in financial services or dealing with sensitive situations. Use specific examples to demonstrate your ability to empathise and provide support to customers.
Highlight Communication Skills: Since excellent communication is crucial for this role, make sure to showcase your listening and speaking skills. Mention any experiences where you successfully resolved conflicts or helped customers through difficult situations.
Express Your Curiosity: The job requires an insatiable curiosity to find the best solutions. In your application, discuss instances where you asked probing questions or challenged the norm to achieve positive outcomes for customers.
How to prepare for a job interview at Virgin Money UK
✨Show Your Empathy
As a Fraud and Dispute Customer Associate, you'll be dealing with customers who may have experienced distressing situations. Make sure to demonstrate your ability to empathise during the interview. Share examples of how you've supported customers in tough times, showing that you can provide a caring and positive experience.
✨Demonstrate Curiosity
The role requires an insatiable curiosity to get to the root of problems. Prepare to discuss instances where you've asked probing questions or challenged the norm to find effective solutions. This will highlight your proactive approach and problem-solving skills.
✨Communicate Clearly
Excellent communication is key in this role. Practice articulating your thoughts clearly and concisely. During the interview, focus on active listening and summarising information effectively, as these skills are crucial for liaising with customers and third parties.
✨Prepare for Tough Conversations
You may face challenging discussions regarding fraud and financial difficulties. Think about how you would handle such conversations and be ready to share your strategies for maintaining composure and professionalism under pressure. This will show your resilience and readiness for the role.
