Role: Fraud Support Associate
Salary Band: DR2
Hybrid 2 days in the office
Application Deadline: 1st October
This is a hybrid role with 2 days a week in the Skelmersdale office
The role:
As a Fraud Support Advisor you will carry out a range of fraud, account opening and disputes related activities, to facilitate the provision of effective recovery of fraud losses, services to customers and root cause analysis. This is a great opportunity for anyone who has worked within a contact centre who enjoys dealing with and resolving complex issues and who is interested in moving into financial crime.
Key Accountabilities:
* Produce accurate and timely documentation to support the provision or quality services to customers, fraud prevention or recoveries in line with all the relevant standards and regulations - maintaining and enhancing data integrity.
* Contact and respond to customers by letter, phone, email or other relevant channels to obtain or clarify information to support processing, investigations and other activities, to provide explanations and to ensure their needs are fully understood and appreciated, and have been taken into account.
* Collate and summarise information or data in assigned areas, ensure completeness and accuracy, carry out initial analysis and produce both standard and ad hoc reports to meet deadlines and standards, highlighting exceptions, investigating issues and problems and identifying emerging trends.
* Plan and prioritise work, ensuring deadlines and targets are met, and check own work and that of others as required for accuracy and completeness.
* Take action to secure accounts, investigate and identify any control gaps or weaknesses.
Knowledge, Skills and Experience Required:
* Strong communication and interpersonal skills across various channels
* Completed upskills in Detica, Disputes, Falcon and Visa
* Drive to maintain, support and promote relevant knowledge of process and compliance with regulatory and legal requirements.
* Demonstrable experience of questioning techniques and investigating complex enquiries
* Excellent planning and organisational skills and high attention to detail
* Ability to manage time effectively and prioritise workload appropriately
If you require more information or this document in a different format, please contact careers@co-operativebank.co.uk
* Strong communication and interpersonal skills across various channels
* Completed upskills in Detica, Disputes, Falcon and Visa
* Drive to maintain, support and promote relevant knowledge of process and compliance with regulatory and legal requirements.
* Demonstrable experience of questioning techniques and investigating complex enquiries
* Excellent planning and organisational skills and high attention to detail
* Ability to manage time effectively and prioritise workload appropriately