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- Tasks: Help protect customers from fraud by identifying and stopping financial crime.
- Company: Join NatWest Group, a leader in banking committed to customer safety.
- Benefits: Enjoy flexible hybrid working, mental health support, and discounts on holidays and vouchers.
- Why this job: Make a real difference in people's lives while developing valuable skills in a supportive environment.
- Qualifications: Customer service experience and strong communication skills are essential.
- Other info: Initial 12-month contract with potential for extension or permanent role.
Have you ever fallen victim to fraudulent activity on your account? Experienced that heart stopping moment, the feeling in the pit of your stomach when you see unexpected activity on your statement? NatWest Group are looking for customer focused and self motivated individuals to join their Edinburgh team in the fight to protect customers like you and your family from financial harm. You can make a difference!
Initially a 12 month temporary assignment with the potential to extend or become permanent, this is an excellent opportunity to make a positive impact in customers lives by identifying and stopping fraudulent activity. Not only can you finish the day knowing you have made a real difference, you will also be generously compensated for the work you do –
- Standard Pay Rate: £13.75 per hour; plus shift allowance payments for working outside core business hours (up to £16.81 p/hr for some shifts).
- Start date: 13th October 2025
- Location: NatWest Gogarburn, 175 Glasgow Road, EH12 9SB
- You\’ll work 35 hours over 5 days between the hours of 8am and 10:00pm, Monday to Sunday and will include some bank holidays. We\’ll discuss your hours in more detail at interview stage.
- First class training provided – Once you are up to speed and consistently achieving the required performance levels, you will be considered for hybrid working where you will be required to be in the office 6 days a month and can work from home the rest of the time.
Key responsibilities:
- You’ll be utilising high-risk identification strategies to detect fraudsters and protect genuine customers from becoming victims of financial crime. That way you can help NatWest’s customers remain safe.
- You’ll be investigating and analysing queries accurately and raising them with relevant internal and external parties without delay, escalating where appropriate.
- You’ll be actively participating in initiatives to improve customer service, processes and procedures.
The skills you will need:
- Previous customer service and telephony experience
- Ability to work in an extremely fast-paced environment whilst managing phone calls with the customers to reach a solution
- Excellent written and verbal communication skills
- Excellent attention to detail with the ability to quickly assess information and multi-task
- Strong IT Competency (Microsoft office and data entry) – will be operating across multiple systems and screens whilst on calls with customers
- Ability to work well within a team
Benefits:
- Free access to UnMind – a mental health and wellbeing platform that you can use throughout the duration of your assignment to support with mental health, life events, and physical health and wellbeing.
- Access to a benefits scheme giving you access to discounted holidays, vouchers, saving bundles, competition and giveaways and a 24/7 worker assistance programme including always accessible counselling services.
Next Steps:
- Complete our short application process today, you will then be invited to completed a multiple choice assessment. If successful you will be invited to complete a recorded video interview containing 3 questions.
- If your application is successful you will be invited to a telephone screening call with a recruiter from AMS.
- Best of luck, we look forward to receiving your application.
Job Types: Full-time, Temporary
Contract length: 12 months
Pay: £13.75 per hour
Expected hours: 35 per week
Benefits:
- Canteen
- Free parking
- On-site gym
- On-site parking
- Transport links
Work Location: In person
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Customer Service Advisor - Fraud Prevention employer: NatWest Group
Contact Detail:
NatWest Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor - Fraud Prevention
✨Tip Number 1
Familiarise yourself with common fraud tactics and trends. Understanding the types of fraud that customers may encounter will not only help you in the role but also impress during your interview when discussing how you can contribute to the team.
✨Tip Number 2
Practice your communication skills, especially in a customer service context. Role-playing scenarios with friends or family can help you become more comfortable handling difficult conversations and queries, which is crucial for this position.
✨Tip Number 3
Get to know the tools and software commonly used in customer service roles. Familiarity with Microsoft Office and data entry systems will give you an edge, as you'll be expected to navigate multiple systems while assisting customers.
✨Tip Number 4
Show your enthusiasm for helping others. During your interactions, whether in interviews or assessments, convey your passion for customer service and your commitment to making a positive impact on customers' lives.
We think you need these skills to ace Customer Service Advisor - Fraud Prevention
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and skills required for the Customer Service Advisor - Fraud Prevention position. Tailor your application to highlight relevant experiences that align with these requirements.
Craft a Compelling CV: Your CV should clearly showcase your previous customer service experience, particularly in fast-paced environments. Emphasise your communication skills and attention to detail, as these are crucial for the role.
Write a Strong Cover Letter: In your cover letter, express your motivation for wanting to work in fraud prevention. Share any personal experiences related to fraud or customer service that demonstrate your empathy and commitment to helping others.
Prepare for Assessments: After submitting your application, be ready for the multiple-choice assessment. Review common customer service scenarios and practice your problem-solving skills to ensure you perform well.
How to prepare for a job interview at NatWest Group
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Customer Service Advisor in Fraud Prevention. Familiarise yourself with common fraud scenarios and how they impact customers. This will help you demonstrate your knowledge and passion for the role during the interview.
✨Showcase Your Customer Service Skills
Prepare examples from your previous experience that highlight your customer service skills, especially in high-pressure situations. Be ready to discuss how you've successfully resolved customer issues and maintained a positive attitude, as this is crucial for the role.
✨Demonstrate Attention to Detail
Since the role requires excellent attention to detail, be prepared to discuss how you ensure accuracy in your work. You might want to share specific instances where your attention to detail helped prevent a mistake or improved a process.
✨Ask Insightful Questions
At the end of the interview, take the opportunity to ask questions that show your interest in the company and the role. Inquire about the training process, team dynamics, or how success is measured in the position. This not only shows your enthusiasm but also helps you gauge if the role is the right fit for you.
