Job Description

:

Hello, we\'re 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. We\'re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We\'re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 2,500 people across our London, Southampton, Cardiff and Manchester offices.

The Card Fraud Associate will be responsible for investigating card fraud claims and deciding on the correct action for the customer and the bank in terms of refunding money or holding the customer liable. The Investigator will be able to use a host of tools to help them make the correct decision.

Applications for this role will close on 13/09.

The Shifts:

We enable our customers to manage their money 24 hours a day, 7 days a week, 365 days a year. Whenever they need us, we will be there. This role will operate on a shift pattern of 37.5 hours a week per week (5 x 7.5hr shifts), Monday - Friday, 9am-5.30pm. However all contracts across operations are on a 24/7 and therefore could change to meet business needs.

Training for the role:

We have a 6 week training programme which is run from the office so you\'ll need to be able to commit to being in the office during the day for your first 6 weeks with us. The training gives you all of the skills and support you need to succeed at Starling!

Responsibilities:

• Supporting customers through their dispute resolution in a value driven and empathetic manner.
• Investigating fully the customer claims of fraud, and using the relevant tools available to you to arrive at the correct outcome.
• Creating and maintaining Chargeback Disputes through Mastercard Connect in line with timeframes, regulations and requirements.
• Liaising with cardholders through in-app messages, outbound calls and emails.
• Using your analytical skills and disputes knowledge to find the best resolution for the customer and the bank.
• Keeping up to date with Mastercard rules to ensure claims are submitted correctly.
• Dealing with Ad-Hoc tasks as needed, these may include dealing with emails, SAFE reporting, re-issuing compromised cards, amongst others.
• Identifying potential fraud trends and escalating them within the team
• Working with other stakeholders in the bank
• Using the Mastercard rules to determine whether a chargeback can be actioned to claim back funds to the bank.

Requirements:

Behaviours & Competencies:

• Excellent communicator - both written and oral with customers and other stakeholders around the business.
• Strong customer focus - ensuring the best possible outcome for the customer and the bank
• Enthusiastic and adaptable to a rapidly changing and sometimes remote environment
• Collaborator - ability to work effectively as a team taking on additional responsibilities to help colleagues
• The ability and desire to question the status quo.

Skills:

• Understanding both the Mastercard and Regulatory requirements involved in card fraud cases and related transactions.

Proficient in Google Suite products such as; Sheets and Docs * Experience working within a financial institution, Previous knowledge of Mastercard would be a bonus.

• Ability to investigate, question and scrutinise information
• Ability to bring a healthy balanced approach to complex issues
• Making risk-based decisions and appropriate recommendations for actions to take on customer accounts
• Ability to work at pace while ensuring an accurate resolution is sought.

Benefits:

• 25 days holiday (plus take your public holiday allowance whenever works best for you)
• An extra day\'s 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 & group income protection
• 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
• Incentives refer a friend scheme
• 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, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

About us:

You may be put off applying for a role because you don\'t tick every box. Forget that! While we can\'t accommodate every flexible working request, we\'re always open to discussion. So, if you\'re excited about working with us, but aren\'t sure if you\'re 100% there yet, get in touch anyway.

We\'re on a mission to radically reshape banking - and that starts with our brilliant team. Whatever came before, we\'re 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 we\'re 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 purposes for processing your personal information, and the rights you can exercise over our use of your personal information.

Starling Bank