Fraud and Dispute Customer Associate

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

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.