Customer Service & Operations Analyst, Scams

Southend-on-Sea, Essex, United Kingdom

NatWest Group

691 Current Jobs Openings

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Job Description

Join us as a Customer Service & Operations Analyst, Scams

You'll deliver successful customer and business outcomes by investigating fraud prevention and recoveries queries
We'll look to you to suggest areas of customer and business focused improvement, contributing towards a culture of continuous improvement
It's a critical role, where you'll be recognised for you subject matter expertise, within the fraud prevention team, on emerging trends and evolving customer needs

What you'll do
In your new role, you'll deliver successful customer and business outcomes by processing, authorising and investigating all transactions to defined performance indicators and service level agreements, and by accurately collecting the required information from customers and the business. You'll utilise red flag indicators and high-risk data, from a range of systems, to help detect fraudsters and protect customers from financial crime.
You'll also:

Investigate and analyse queries accurately and raise with the relevant internal and external parties, escalating where appropriate and utilising high risk identification strategies to detect fraudsters
Identify and refer suspicions of money laundering and submit reports to the bank's specialist function
Maintain a clear understanding of the needs of our customers and stakeholders to deliver the most appropriate and fit for purpose solution when dealing with complex fraud prevention issues
Act as a reference point for daily requests and escalations to resolve complex fraud claims and deliver key customer outcomes

The skills you'll need
We're looking for someone with a background in fraud prevention, recoveries and financial crime operations. You'll also bring a background of delivering excellent customer service, specifically when dealing with complex fraud prevention queries.
You'll also need:

An awareness of changes in trends, policies and regulations applicable to fraud prevention and recoveries
An understanding of the industry and our customers, including products, processes and fraud prevention systems
Experience of managing stakeholder relationships

Hours 35
Job Posting Closing Date: 26/10/2025
Ways of Working:Hybrid