Job Title: Customer Service & Operations Analyst - Fraud Prevention
Duration: 12 month's
Hours: 35 hours a week Sunday-Thursday 2pm-10pm OR Tuesday-Saturday-2pm-10pm
Location: Edinburgh
Salary: £13.15ph & £14.71ph from 8pm-10pm
Start Date: February 2025
About the Role
Day-to-day, you'll be utilising high-risk identification strategies to detect fraudsters and protect genuine customers from becoming victims of financial crime. That way you can help their customers remain safe when they bank. Alongside this, you'll be investigating and analysing queries accurately and raising them with relevant internal and external parties without delay, escalating where appropriate, while reviewing all processing errors and customer complaints to identify trends and their training needs.
Key Responsibilities
Delivering customer and business outcomes by processing, authorising and investigating all transactions to defined key performance indicators and service level agreements
Accurately collecting the required information from our customers and business and suggesting areas of improvement in your daily role
Providing your subject matter expertise within the Fraud Prevention team on emerging trends and our customer needs
Using red flag indicators and high-risk data from a range of systems to stop fraudsters and to shield our customers from financial crime
Resolving complex fraud queries in line with agreed processes, procedures and service level agree...