At a Glance
- Tasks: Investigate fraud queries and deliver top-notch customer service.
- Company: Join a leading team in fraud prevention with a focus on continuous improvement.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Office training in Manchester for six weeks, then hybrid shifts.
- Why this job: Make a real difference by protecting customers from financial crime.
- Qualifications: Experience in fraud prevention and excellent customer service skills required.
The predicted salary is between 24300 - 29700 £ per year.
Join us in Fraud Prevention as a Customer Service & Operations Analyst. You'll deliver successful customer and business outcomes by investigating fraud prevention and recoveries queries. We'll look to you to suggest areas of customer and business focused improvement, contributing towards a culture of continuous improvement. It's a critical role, where you'll be recognised for your subject matter expertise, within the fraud prevention team, on emerging trends and evolving customer needs.
Office based training will be required for the role, meaning your attendance is needed in the Manchester office Monday to Friday for six weeks initially. Following that, the role is hybrid and involves shift work between Monday to Sunday, 8am to 8pm, which means working on a rota basis. This role does not meet UK Skilled Worker sponsorship requirements.
What you'll do:
- Speaking to customers, you'll deliver successful customer and business outcomes by processing, authorising and investigating all transactions to defined performance indicators and service level agreements, and by accurately collecting the required information from customers and the business.
- Utilise red flag indicators and high-risk data, from a range of systems, to help detect fraudsters and protect customers from financial crime.
- Investigate and analyse queries accurately and raise with the relevant internal and external parties, escalating where appropriate, and utilising high risk identification strategies to detect fraudsters.
- Identify and refer suspicions of money laundering and submit reports to the bank's specialist function.
- Maintain a clear understanding of the needs of our customers and stakeholders to deliver the most appropriate and fit for purpose solution when dealing with complex fraud prevention issues.
- Act as a reference point for daily requests and escalations to resolve complex fraud claims and deliver key customer outcomes.
The skills you'll need:
- A background in fraud prevention, recoveries and a telephony environment.
- A background of delivering excellent customer service, specifically when dealing with complex fraud prevention queries.
- An awareness of changes in trends, policies and regulations applicable to fraud prevention and recoveries.
- An understanding of the industry and our customers, including products, processes and fraud prevention systems.
- Experience of managing stakeholder relationships.
- Commercial Credit Card TSYS knowledge is preferable.
Hours: 35
Customer Service & Operations Analyst, Fraud Prevention in Manchester employer: Royal Bank of Scotland
At NatWest Markets, we pride ourselves on being an exceptional employer, offering a dynamic work environment in the heart of London. Our culture fosters collaboration and innovation, providing employees with ample opportunities for professional growth and development. With a focus on market insights and client relationships, we empower our team to excel in their roles while enjoying a supportive atmosphere that values diversity and inclusion.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service & Operations Analyst, Fraud Prevention in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Royal Bank of Scotland. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Royal Bank of Scotland before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service & Operations Analyst, Fraud Prevention in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Royal Bank of Scotland:Your cover letter is your chance to shine! Tell us why you want to work at Royal Bank of Scotland specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Royal Bank of Scotland!
How to prepare for a job interview at Royal Bank of Scotland
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
