Payment Fraud Prevention Associate

Job Description

DescriptionHello, were Starling. We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. Were a fully licensed UK bank with the culture and spirit of a fast-moving, disruptivetech company. Were a bank, but better: fairer, easier to use and designed to demystify money for everyone. Since our launch in 2014, weve opened over three million accounts and weve been voted Best Current Account Provider five years in a row. We employ more than 2,300people across our London, Southampton and Cardiff offices and will open our Manchester office in 2023. As a Payment Fraud Prevention Associate , you will be part of a team of experienced and knowledgeable team, covering shifts on a rota around the clock including some bank holidays. You will work closely with the wider operation, with a main focus on dealingwith customers with the aim of preventing them falling victim to scams. Applications for this role will close on 28/07. Responsibilities:

• Completing outbound calls to customers, identifying possible impersonation attempts and scams to minimise fraud risk, financial loss and regulatory breaches.
• Review payments completed by customers based on information provided to prevent scams from taking place.
• Working to a high standard, meeting strict timeframes whilst working under pressure.
• Communicating directly with customers following unauthorised and authorised fraud claims, through in-app messages or via telephony to establish circumstances and additional information, before providing a fair and logical decision, with supporting rationale.
• Document research findings and actions on cases for possible referrals for suspicious activity, identity theft operations and suspected money laundering
• Work as part of a team and supporting colleagues as and when required in order to reduce workload(s).
• Ensuring tickets are prioritised and worked within SLA to provide the best possible customer experience, especially when theyre a victim of fraud.
• Proactively identifying financial crime trends through data analysis and sharing findings with leadership as and when required.

Requirements

• Keen interest in stopping Fraud whilst considering the impact of how an investigation can impact genuine customers.
• You will have 1 years experience in a Retail Bank environment, desirably within a Customer Service function.
• Experience using fraud detection and reporting systems, such as CIFAS and SIRA is desirable.
• Excellent communication skills, both written and orally.
• A team player who is also able to work independently to deliver in a fast-paced work environment.
• Attention to detail, with the ability to act with urgency and escalate issues as and when necessary.
• Ability to liaise with different teams and stakeholders with confidence to assist your investigations.
• Strong interpersonal and organisational skills.
• Ability to understand complex problems and identify potential solutions.
• Able to adapt to change positively and quickly.
• Experience of working in a telephony environment and have the skills to speak to customers confidently, demonstrating the core values which are aligned with Starlings tone of voice.

Benefits

• 25 days holiday (plus take your public holiday allowance whenever works best for you)
• An extra days holiday for your birthday
• Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
• 16 hours paid volunteering time a year
• Salary sacrifice, company enhanced pension scheme
• Life insurance at 4x your salary
• Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
• Generous family-friendly policies
• Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
• Access to initiatives like Cycle to Work and Salary Sacrificed Gym partnerships

About Us:Were on a mission to radically reshape banking - and that starts with our brilliant team. We know that our bank is only as good as the people who build it. From customer support and engineering to marketing and business development, were proud to bring togetherpeople of all backgrounds and experiences who love working together to solve problems. You may be put off applying for a role because you dont tick every box. Forget that! While we cant accommodate every flexible working request, were always open to discussion. So, if youre excited about working with us, but arent sure if youre 100% thereyet, get in touch anyway. Were on a mission to radically reshape banking - and that starts with our brilliant team. Whatever came before, were proud to bring together people of all backgrounds and experiences who love working together to solve problems. Starling Bank is an equal opportunity employer, and were proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Starling Bank are considered without regard to race, religion, national origin, age, sex,gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. By submitting your application, you agree that Starling Bank may collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we may process, where we may process your personal information, its purposesfor processing your personal information, and the rights you can exercise over our use of your personal information.