Customer Service Fraud Representative

Customer Service Fraud Representative

The Requirements

Join us as Customer Service Fraud Representative in Southend

  • A chance to make a genuine impact on the safety of our customers through the prevention of fraud 
  • You'll gain valuable exposure to a high profile area of the bank 
  • This is a real opportunity for personal and professional development

What you'll do

We’re continually developing the ways in which our customers can bank with us through the digital age, and with every inch of our progression we need to ensure our customers are safe. You’ll build effective trusted relationships with our customers on every call you take, and by listening carefully and asking the right questions, you’ll identify and promote the best possible resolution to a broad array of fraud related issues.

You'll build and maintain a broad awareness of financial crime, allowing you to: 

  • Handle a wide range of queries
  • Understand and actively responding to customers’ needs and complaints efficiently and effectively 
  • Provide continual assurance and delivering outstanding customer service 
  • Handle inbound telephone calls relating to Retailer Disputes for Debit/Credit Cards 
  • Investigate at first point of contact to establish if there is a Chargeback right. 
  • Identify if a claim falls under PSD guidelines requiring an immediate refund
  • Undertake and deal with a wide range of requests, transactions and enquiries and concerns in an efficient and professional manner
  • Give direction and clarity to customers ensuring a fair outcome is achieved and move to the next request in an appropriate timeframe
  • Clarify understanding of customers’ needs and issues and respond so that their expectations are reached and exceeded in line with policies and procedures
  • Act as a point of escalation for the customer regarding processes and products, with an understanding of the end to end process to fulfil customers’ requirements in a fair and professional manner

The skills you'll need

We’re looking for someone with an innovative mind set with a proactive approach to problem solving, who is passionate about fraud and will be proactive in developing and expending their own skill set and knowledge of this specialist area.

We're also looking for:

  • Relationship building and interpersonal skills, and the personal credibility to engage and communicate with your stakeholders, often regarding sensitive issues 
  • A natural flair and genuine desire to help customers by using a full range of investigative tools, as well as a keen eye for detail to identify potential risks to the bank 
  • The ability to multitask and work well under pressure

What else you need to know

We’re here for our customers, whatever the time of day or night, so you’ll need to be flexible and commit to working a rotating work pattern.

Your hours of work will be between the hours of 8am and 8pm Monday to Sunday, on a rotational shift pattern. You must be fully flexible and able to commit to the full range of hours.

Bank Holiday working is a feature of this role.

We’ll discuss your hours in more detail with you during your interview stage.

You'll enjoy a comprehensive training programme, and on-going coaching and support to enhance your development. When you're ready, we’ll help take your career to the next level.

How we'll reward you

Salary: £19,395 per year (pro rata for hours worked)

You’ll join on a competitive salary of £19,395 (which is £10.65 per hour) and in addition you’ll receive money to help you save for retirement. You can choose from a range of protection, healthcare or lifestyle benefits from RBSelect, our fully flexible reward programme.

You will have a generous holiday entitlement of 33 days (pro rata for hours worked) – you may be required to work bank holidays.

Visit our rewards and benefits page for more information on the benefits packages we offer.


At NatWest, we want everyone to feel welcome, regardless of your background or needs. If you need adjustments making to your working environment, we’ll do everything we can to support you. As part of this commitment, we offer flexible working options for some of our roles - find out more.