Fraud Detection Agent (Contact Centre Support)

Our Fraud Detection 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.

Despite the challenges you’ll face there’ll be opportunities to make memorable experiences for customers – something that our team are extremely passionate about and an extremely rewarding part of the role. You’ll need to be a great listener, have patience, and demonstrate a caring manner. It’s vital you can get the basics right, focus on the detail and work to a high degree of accuracy. You’ll be an ambassador for Virgin Money – balancing the need to follow policy with our desire to provide unrivalled customer service.

What you’ll be doing:

• Play a key part within our operation and seek to deliver valuable service to make our customers love us even more.
• Work flexibly within the operating hour of 8:00am to 7:30pm Monday to Friday, Saturday 9:00am to 5:00pm.
• Provide excellent customer experience; whilst ensuring we achieve a sustainable and affordable solution for the customer.
• Provide help, guidance, and support to customers both in or approaching financial difficulty and potential victims of Fraud or Scams.
• Be able to demonstrate a significant degree of insatiably curiosity to obtain the best possible solution for the customer and the company.
• Liaise with third parties to ensure that our customers are fully supported and receive a service based on best practice.
• Be able to summarise key information obtained by effective probing and active listening whilst ensuring you operate within defined policies and procedures.
• Be confident enough 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.
• 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:

• Strong customer services experience – telephony or face to face.
• Proven track record in working in a fast-paced environment.
• The ability to be insatiably curious, asking questions, challenging the norm, and negotiating to deliver the best solution.
• Proficient communicator with a sincere approach to understanding customer needs and delivering heartfelt service.
• A caring, positive attitude with a genuine passion for helping others to exceed our customers’ expectations.
• Ability to multi-task – listen to customers, while investigating / reviewing information.
• Experience / confidence with dealing with customers and customer behaviours.

It would be a bonus if you have but not essential:

• Experience in frontline customer-facing telephony positions.
• Experience in or knowledge of Fraud.
• Experience in effectively supporting vulnerable customers.

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 apply as soon as possible so that you don’t miss out.

We’re all about helping you Live a Life More Virgin, so happy to talk flexible working with you.

Say hello to Virgin Money:

We’re making great strides towards achieving our ambition of becoming the UK’s best digital bank. As a full-service digital bank with a heritage stretching back over 180 years, we’re a workforce to be reckoned with, and we’re putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people’s lives. We’re customer-obsessed and work tirelessly to deliver on our purpose, ‘Making You Happier About Money.’ This means we’re able to do banking differently, and by innovating and working together we can make a real difference by creating memorable moments and red-hot experiences for our millions of customers. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work.

Be yourself at Virgin Money:

Our purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities. 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.

It’s important to note that there may be occasions where it’s not possible to interview all candidates declaring a disability who meet the essential criteria for the job. In certain recruitment situations such as receiving a high-volume of applications, we may need to limit the overall numbers of interviews offered to both disabled and non-disabled applicants.

Now the legal bit:

Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it), but 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.