Our people work differently depending on their jobs and needs. From home working to job sharing, visit the remote and flexible working page on our website to find out more.

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as a Customer Service Fraud Prevention Analyst

• This is a chance to make a huge difference to our customers during some of their most difficult times – when they’ve been victims of fraud
• You’ll work with customers over the telephone, giving them essential support and dealing with a wide range of fraud queries
• You’ll hone your existing analytical skills and be well positioned to advance your career in this fast-paced role
• This role can be remotely undertaken anywhere in the UK, providing you can travel to a key office location when required
• This role is a part time role of 20 hours over 5 or 3 days per week with a range of flexibility to suit each individual within reason.

What you'll do

In Fraud Retail Operations, the things that make a difference to our customers are what we do everyday. We’re there to help them when our customers lose money to fraud, either through unknown transactions or being a victim to a scam. You’ll be responding to and investigating queries, providing support on business processes, policies and procedures and developing an understanding of customer and business needs in order to suggest improvements and increase efficiency.

You’ll also be:

• Building a trusting relationship with your customer on every call you take, listening carefully and asking the right questions to ensure a fair outcome
• Building and maintaining a broad awareness of the techniques fraudsters use​
• Identifying barriers to performance and coordinating improvements to enhance our efficiency
• Working closely with operational centres, providing coaching and support to increase efficiency and knowledge
• Keeping accurate records of day to day operations, logging incidents and identifying trends

The skills you'll need

We’re looking for someone with a natural flair and genuine desire for helping customers, using a full range of investigative tools. You’ll need to have excellent planning and organisational skills, along with good attention to detail. You’ll perform well under pressure, and be confident in your ability to manage multiple tasks while maintaining high levels of accuracy throughout.

You’ll also need:

• Great interpersonal skills, with the ability to build personal credibility, and engage with your stakeholders on often sensitive issues
• A keen eye for detail, allowing you to identify potential risks to the bank and our customers
• Experience of analysing and using data
• The ability to convey information in a simple and understandable way
• Microsoft Office skills, including PowerPoint, Excel and Word

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 can likely to be up until midnight, and will include working one day at the weekend (Sat/Sun) and Bank Holidays. We’ll discuss your hours in more detail with you during your interview stage.

Bank Holiday working is a feature of this role.

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.

The successful candidate will need to commit to up to 7 weeks of Part Time (20 hours) Virtual training over zoom this will either be completed across 3 longer days or 5 shorter days and working from home equipment will be provided.  

How we'll reward you

Salary: £20,000 per year

You’ll join on a competitive salary of £20,000 (pro rata for hours worked) which is £10.98 per hour. 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 reward and benefits page for more information on the benefit packages we offer

This role is not eligible for Skilled Worker Visa sponsorship so applicants must have an alternative form of right to work in the UK 

If you need any adjustments to support your application, such as information in alternative formats or special requirements to access our buildings, or if you’re eligible under the Disability Confident Scheme please contact us and we’ll do everything we can to help.