At a Glance
- Tasks: Investigate fraud queries and support customers while ensuring their safety.
- Company: Join NatWest Group, a leading British banking and insurance company based in Edinburgh.
- Benefits: Enjoy flexible working, competitive salary, generous holiday, and comprehensive training.
- Other info: Work hybrid with office training and ongoing support; start date is 01/09/2025.
- Why this job: Make a real difference by protecting customers from fraud and enhancing your career.
- Qualifications: Background in fraud prevention and strong interpersonal skills are essential.
The predicted salary is between 20000 - 30000 £ per year.
Join us as a Customer Service & Operations Analyst, Fraud Prevention. You’ll deliver successful customer and business outcomes by investigating fraud prevention and recoveries queries and answering questions from our customers and stakeholders. Your daily duties will see you helping with business processes, policies and procedures and understanding our customers’ and business’ needs while providing care, empathy and detecting potential vulnerabilities. If you enjoy helping others, and want to protect our customers from fraud, you’ll truly make a difference in this role and will find a real sense of purpose.
Upon completing training, you’ll work from home some of the time, but you’ll also spend at least six days a month working from the Gogarburn office. This role is telephony-based and will need you to work across a shift pattern, including evenings and weekends.
What you’ll do:
- Utilise high-risk identification strategies to detect fraudsters and protect genuine customers from becoming victims of financial crime.
- Investigate and analyse queries accurately and raise them with relevant internal and external parties without delay, escalating where appropriate.
- Review all processing errors and customer complaints to identify trends and our training needs.
- Deliver customer and business outcomes by processing, authorising and investigating all transactions to defined key performance indicators and service level agreements.
- Accurately collect the required information from our customers and business and suggest areas of improvement in your daily role.
- Provide your subject matter expertise within the Fraud Prevention team on emerging trends and our customers' needs.
- Use red flag indicators and high-risk data from a range of systems to stop fraudsters and shield our customers from financial crime.
- Resolve complex fraud queries in line with agreed processes, procedures and service level agreements to provide fair customer outcomes.
The skills you’ll need:
- A background in fraud prevention, recoveries and financial crime operations.
- Great interpersonal skills and the ability to build personal credibility and engage with stakeholders on often sensitive issues.
- An understanding of the industry and its customers, including products, processes and fraud prevention systems.
- Experience of managing relationships with stakeholders.
- Knowledge of how to deliver excellent customer service when dealing with complex fraud prevention queries.
- An eye for detail to identify potential risks to our bank or our customers.
- The ability to convey information in a simple and understandable way.
What else you need to know:
- You’ll work 35 hours a week between the hours of Monday, 10:00 – 20:00, Thursday 11:00 – 20:00, Friday 10:00 – 20:00 and Saturday 08:00 – 18:00.
- Training will be office based for 9/10 weeks from 08:00 – 16:00 Monday to Friday.
- Working from home equipment will be provided.
- You’ll enjoy a comprehensive training programme and ongoing coaching and support to enhance your development and take your career to the next level.
- We’ll be looking for you to start on 01/09/2025.
How we’ll reward you:
- You’ll join on a competitive salary of £25,020 and in addition you’ll receive a contribution to help you save for retirement.
- You can choose from a range of protection, healthcare or lifestyle benefits through NatWest Group Benefits, our fully flexible reward programme.
- You will have a generous holiday entitlement of 33 days (pro rata for hours worked) – you may be required to work bank holidays.
Customer Service & Operations Analyst, Fraud Prevention in Edinburgh employer: NatWest Group
At NatWest Group, we pride ourselves on being an excellent employer, offering a supportive work culture that prioritises employee growth and development. As a Customer Service & Operations Analyst in Fraud Prevention, you'll benefit from comprehensive training, flexible working arrangements, and a competitive salary, all while making a meaningful impact in protecting our customers from financial crime. With generous holiday entitlements and a range of lifestyle benefits, you'll find a rewarding career path in our Edinburgh office that values your contributions and fosters a sense of purpose.
Contact Details:
NatWest Group Recruitment Team
accessibility@talentify.io
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service & Operations Analyst, Fraud Prevention in Edinburgh
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like NatWest Group. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Customer Service & Operations Analyst, Fraud Prevention in Edinburgh
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to NatWest Group.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on NatWest Group's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at NatWest Group
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with NatWest Group.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at NatWest Group will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former NatWest Group employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
