Business Unit / Team: Chief Operating Office
Salary range: £24,000 -£30,000 per annum DOE + red-hot benefits
Location: UK Remote
Contract Type: Permanent, Full Time

Our Team
Our Fraud Operations team play a huge part in keeping money safe and sound – confidence in this is the foundation of our business and above all it’s vital to our customers. We look after all of the products and services for our bank, ensuring they aren’t used to facilitate criminal activity whilst ensuring compliance with all relevant legislation and regulation. You’ve guessed it – we’re busy! So if you’re passionate about protecting our bank and customers, we’ve got a great opportunity for you.

You’ll be working within a defined framework to investigate fraud claims. We’re looking for someone who is Insatiably Curious, loves a challenge, and has the confidence to get stuck into cases and dig deeper to get great results. This isn’t a boring, repetitive job – you’ll be involved in reducing fraud at the source and identifying areas where we need to review and up our defences. Your input will be pivotal in preventing future cases whilst ensuring current cases are dealt with accurately and efficiently. As fraud becomes more sophisticated – so do we.

What you’ll be doing
• Work fraud claims from start to finish – be this one of our victims or potentially a perpetrator within our bank.
• Interpret testimonies and investigate cases to make decisions on customer outcomes.
• Take inbound phone calls from our customers to update them on current claims.
• Call our customers where appropriate to gather more information.
• Support our vulnerable customers that have been the victim of fraud, providing important information on how they can protect themselves from scams.
• Presenting claims at forums when necessary.
• Collaborate with colleagues and other teams where relevant to enable decision making.

We need you to have
• Excellent communication and listening skills
• Knowledge of 3rd and 1st party fraud, along with the bank’s processes and procedures for prevention and detection of fraud
• A proactive attitude and quick learner – you’ll need to go above and beyond to get brilliant results
• Excellent stakeholder management along with the ability to speak to people on all levels
• Strong analytical and logical reasoning skills
• Knowledge of the Bank’s customer segments, channels, products, processes and procedures.
• Brilliant written and verbal communication skills
• The ability to work under pressure and be flexible in a constantly changing environment
• The confidence and ability to make (and validate) prompt decisions

It’s a bonus if you have, but not essential
• Pre or post application fraud experience
We really need you to have the skills and experience listed in the ‘essential’ section above, but the rest is just our wish list, so please don’t let that put you off applying, we’d love to hear from you!

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
• Ability to work anywhere in the UK (where the role allows)
And there's no waiting around, you'll enjoy these benefits from day one.

Feeling insatiably curious about this role? Apply as soon as you can. If we’re lucky to receive a lot of interest, we may close the advert early and would hate you to 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. We're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. We strive to create positive experiences for our millions of customers and our purpose, ‘Making You Happier About Money’, underpins everything we do. We believe in doing banking differently, innovating and working together to make a real difference. 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 careers@virginmoney.com

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.