Business Unit:  COO, Customer Support
Salary range: £23,500 - £27,000 per annum DOE + red-hot benefits
Location: Hybrid with occasional travel to Gosforth, Leeds or Glasgow

Don’t settle for dull. Live a life more Virgin.

Our Team

The Fraud & Disputes team are responsible for keeping the bank safe. We have an opportunity for an enthusiastic and inquisitive person to join our team. In this role you will support the delivery of core operational objectives by reviewing claims where a customer has fallen victim to a scam, unauthorised activity, or disputing a card transaction. You will also play a key part in educating customers and providing aftercare

What you’ll be doing

• Providing an excellent customer experience; whilst ensuring we achieve a sustainable and affordable solution for the customer.
• Providing help, guidance, and support to customers both in or approaching financial difficulty and potential victims of Fraud or Scams
• You will need to demonstrate a significant degree of insatiably curiosity to obtain the best possible solution for the customer and the company.
• You will liaise with third parties to ensure that our customers are fully supported and receive a service based on best practice.
• You will be asked to summarise key information obtained by effective probing and active listening whilst ensuring you operate within defined policies and procedures.
• You will not be afraid 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.
• You will 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

• Experience in handling 3rd and 1st party fraud, including working with a banks processes and procedures for fraud prevention and detection
• A proactive attitude and quick learner – you’ll need to go above and beyond to get brilliant results
• Proven track record of thriving under pressure and adapting to a fast paced, ever-changing environment
• The confidence and ability to make (and validate) prompt decisions 

• A caring, positive attitude with a genuine passion for helping others to exceed our customers’ expectations.
• Excellent communication and listening skills with the ability to empathise and deliver a heartfelt service.
• The ability to be insatiably curious, asking questions, challenging the norm, and negotiating to deliver the best solution.
• Extensive customer service experience either in person or over the phone.

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.

Feeling insatiably curious about this role? 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're customer obsessed and work tirelessly to create positive experiences for our millions of customers and deliver on our purpose, ‘Making You Happier About Money.’ Our customer centric culture means that we're able to do banking differently and by innovating and working together we can 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.