Fraud Detection Senior in Leeds

Our Fraud Operations team plays a vital role in keeping money safe and sound. We're committed to protecting our customers, and the Break the Spell Team sits at the frontline of the fight against social engineering scams, including safe account fraud, romance scams and rogue trader fraud. As part of the team, you'll be the go-to expert for high-risk cases and complex fraud investigations, making a real difference in helping to protect customers from financial harm.

You'll investigate sophisticated fraud scenarios, identify emerging risks and take decisive action when it matters most. We're looking for passionate and engaged fraud professionals who are driven to make a difference and deliver positive outcomes for customers. You'll have strong customer care skills, a keen eye for detail and the confidence to trust your instincts when something doesn't look or feel right. You'll be quick to spot red flags, take ownership of challenging situations and confidently handle difficult conversations with empathy and professionalism.

This is a 9-month secondment opportunity. 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 role, you'll be based at your nearest regional office or hub. We value time spent together to connect with colleagues for collaboration so there will be a regular requirement to attend our Glasgow, Gosforth or Leeds site approximately once per quarter. If you are based at an office location, you'll be expected to meet our hybrid working requirement of at least two days a week, or 40% of your working time if part-time, in the office.

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 Fraud Detection Senior, you'll be at the forefront of protecting our customers and preventing financial crime. You'll manage high-risk cases, responding to escalations and referrals involving suspicious payments and potential fraud. Acting as a key line of defence, you'll engage directly with customers who may be under the influence of social engineering tactics, with the aim of "break the spell" and stopping scams before financial harm occurs.

A significant part of the role involves making outbound calls to customers and conducting detailed reviews of payments and account activity to identify high-risk indicators and prevent fraudulent activity. You'll collaborate closely with internal stakeholders, external organisations and industry partners to assess scam intelligence, investigate emerging threats and support informed decision-making. You’ll also play an important role in supporting vulnerable customers through complex and often emotionally challenging situations.

Providing exceptional care and guidance, you'll help customers who have been affected by fraud feel safe, supported and confident throughout their journey. This is an opportunity to make a genuine difference every day, protecting customers when they need it most while developing specialist fraud investigation expertise within a highly skilled team.

You will have previous experience in a telephony-based role handling fraud and scam-related cases. Experience in fraud screening, either within payment monitoring or account monitoring environments. Strong knowledge of Virgin Money's fraud processes, products, channels, and operational procedures. Demonstrated track record of delivering excellent customer service, including supporting vulnerable customers with sensitivity and empathy. Excellent stakeholder management and communication skills, with the ability to present findings clearly, concisely, and consistently to a range of audiences.

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.