Payment Fraud Prevention Specialist
Starling Bank, United Kingdom
Job Description
As a Payment Fraud Prevention Specialist, 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 dealing with customers with the aim of preventing them falling victim to scams.
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 clams, 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 they’re 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 Starling’s ‘tone of voice’.
Benefits
- 33 days holiday (including public hols). You’ll also get your birthday on us
- 16 hours paid volunteering time a year
- Private Medical Insurance with VitalityHealth
- Contributory pension scheme
- We have many varied social groups set up and run by our employees - ForTheWin (a gaming group), Starling FC, book club and many more!
- Discounts on cinema tickets, restaurants, shopping and train tickets via a Perkbox membership
- Access to ‘salary sacrifice’ benefits such as Cycle to Work scheme
- Gym membership options
Full details are available on our careers site
About Us:
Starling is a leading digital bank on a mission to disrupt the banking industry.
Since our launch in 2014, we've surpassed 2 million accounts, including over 300,000 business accounts. Our total deposits, meanwhile, have topped 5 billion and we have lent over 2bn over the same period. We're a fully licensed UK bank, and we have the culture and spirit of a fast-moving, disruptive technology company. We've won the Best British Bank award three years running, and now employ over 1200 people across our London, Southampton, Cardiff amp; Dublin offices.
Starling Bank is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity amp; 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.
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