Senior Fraud Case Handler - Bonnyrigg, United Kingdom - CCA Recruitment Group

Description

As a Fraud Case Investigator within the Fraud Operations team your primary focus will be on safeguarding our customers and our institution. With hundreds of dedicated individuals working around the clock, we vigilantly monitor and address any suspicious activity on our customers' accounts, recover proceeds from criminal activities, and thwart illegal endeavours. Every member of our team takes pride in contributing to the fight against crime and preventing funds from falling into the hands of those intending to perpetrate significant offenses.

You'll specialise in customer-focused solutions, poised to advance your career within the Complex Fraud & Resolution department of Fraud Operations. As a Fraud Case Investigator, you'll be responsible for leading Fraud Investigations to ensure the appropriate resolution, safeguarding the interests of both customers and the institution.

Key Responsibilities:

• Conduct thorough and independent investigations into complex Fraud claims in accordance with Payment Service Regulations, striving for the right resolution.
• Provide support to victims of scams, emphasizing education and offering aftercare services.
• Review escalated Fraud Complaints with a customer-centric approach, prioritizing fair outcomes.
• Tailor services for vulnerable customers, ensuring their unique needs are addressed.
• Foster strong engagement with stakeholders throughout the investigative process.
• Exercise autonomy in decision-making, consulting with leaders and others as needed for more intricate issues.
• Identify and escalate control risks to mitigate potential threats.

Required Qualifications, Capabilities, and Skills:

• Proficiency in Payment Services Regulations (PSR) and the Contingent Reimbursement Model code (CRM).
• Previous experience in banking or finance, particularly within UK Banking Risk/Fraud.
• Familiarity with complaint handling procedures and the Financial Ombudsman.
• Ability to manage a heavy workload across various stages of completion with minimal supervision.
• Excellent communication skills, both written and verbal.
• Strong dedication to customer satisfaction, driven to deliver exceptional service consistently.

Salary & Benefits:

• £31-£32k per annum & annual bonus
• Role is Monday to Friday 8am to 6pm
• Edinburgh / Hybrid working after completion of training & probation.
• 25 days holidays plus 8 bank holidays.
• Option to purchase up to 5 additional holidays.
• Private Health care for employees - ability to add partner/children.
• Heath assessments - under 50 years of age biannually over 50 years of age yearly.
• Doctor on Hand app for easy GP consultations.
• Life Assurance 12 X pensionable salary.
• Accidental death and dismemberment insurance.
• Income protection insurance.
• Critical illness cover.
• Wellness programme .

Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.

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