Job Description



As an Economic Crime Investigator within the Fraud Team, you'll be on the front line protecting our customers from fraud. You'll speak directly with customers by telephone about reported fraudulent account activity, using skilled, in depth questioning to build trust and quickly understand each situation and investigate their claims.



By creating strong rapport, you'll identify whether a payment is fraudulent and provide clear, practical guidance to help customers protect themselves from future fraud. As part of your training, you'll gain a strong understanding of how our wider fraud teams operate and work together. No previous fraud experience is required - we'll provide comprehensive training to set you up for success.



Our Financial Crime team protects Nationwide and its customers from all types of financial crime. Our team has an outstanding reputation, captivating subject matter and industry leading results that will see you work alongside detection systems, reacting to ever changing methods of financial crime, whilst striving to deliver exceptional customer experience.



We are happy to consider flexible working approaches to help you perform at your best.



This role is
working full time, 35 hours per week, Monday to Friday and 1 in 4 Saturdays.



At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.



For this job you'll be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you'll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office. If your application is successful, your hiring manager will provide further details on how this works.



If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.




Responsibilities




What you'll be doing



You'll be the voice our members rely on when it matters most, handling inbound calls from members and third parties about potentially fraudulent activity. Using strong questioning skills and proven fraud frameworks, you'll investigate payments to determine whether fraud is taking place.



This is a role that requires curiosity, empathy and confidence. You'll ask the right questions, think critically and deliver excellent customer service, often during sensitive or high pressure situations.



No two calls are the same. Some may take just a few minutes, while more complex cases can last up to an hour. Working closely with other Fraud teams, you'll play a vital role in stopping money from leaving our members' accounts.



You'll have the freedom to make informed decisions, backed by the support of your team and colleagues across Nationwide, ensuring you always act in the best interests of our customers.




About you



As a minimum requirement, you will have:

• Excellent verbal communication skills having previous experience in a telephony environment or customer service environment


• A proven track record of providing excellent customer service and examples of where you have gone above and beyond for your customers


• Experience of handling challenging conversations with a wide range of people.


• A team player ethos, and be someone who can collaborate across many teams


• The ability to work alone and organise your own workload


• Great decision-making skills and feel confident with having accountable freedom


• Good working knowledge of Microsoft systems, such as Outlook, Teams, and other Office applications

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel - We step into our customers' shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind


• Say it straight - We are brave in speaking out and saying what we think - we're honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand


• Push for better - We don't settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development


• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.




Qualifications




The extras you'll get



There are all sorts of employee benefits available at Nationwide, including:

• 25 days holiday, pro rata


• Private medical insurance


• A highly competitive pension to help you build a strong foundation for retirement


• Access to an annual performance-related bonus


• Training and development to help you progress your career


• A great selection of additional benefits through our salary sacrifice scheme


• Life assurance to provide peace of mind for you and your loved ones in the event of your death


• Wellhub - access to a range of free and paid options for health and wellness


• Up to 2 days of paid volunteering a year

Banking - but fairer, more rewarding, and for the good of society



We forge our own path at Nationwide.



As a mutual, we're owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don't see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.



If you're inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you're one of us.



At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.



We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.




What to do next



If this role is for you, please click the 'Apply Now' button. You'll need to attach your up-to-date CV and answer a few quick questions for us.



We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.



Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.



If you want to find out more about using AI in our recruitment process, please read more here.




Disability Confident



We're not just guided by data, we're driven by the real experiences of our people. We're a Disability Confident Level 3 Leader, the highest level.



That's why we're constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we're here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support.




Apply safely with Nationwide



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