Customer Service Advisor Fraud Prevention - NatWest CWS : Job Details

Have you ever fallen victim to fraudulent activity on your account? Experienced that heart stopping moment, the feeling in the pit of your stomach when you see unexpected activity on your statement? Did you get the text message over Christmas asking you to reschedule a delivery or pay additional fees?

NatWest Group are looking for customer focused and self motivated individuals to join their Edinburgh team in the fight to protect customers like you and your family from financial harm. You can make a difference!

Job description - the role

Initially a 12 month temporary assignment with the potential to extend or become permanent, this is an excellent opportunity to make a positive impact in customers lives by identifying and stopping fraudulent activity. Not only can you finish the day knowing you have made a real difference, you will also be generously compensated for the work you do - * Standard Pay Rate: £13.15 per hour; plus shift allowance payments for working outside core business hours (up to £17.16 p/hr for some shifts). Pay review taking place for April 2025.* Start date: 24th March 2025 * Location: Gogarburn, Glasgow Road, Edinburgh (Office site is easily accessed by all main transport routes). * You'll work 35 hours over 5 days between the hours of 8am and 10:00pm, Monday to Sunday and will include some bank holidays. We'll discuss your hours in more detail at interview stage. Example shift pattern - Mon, Tues, Wed, Thurs 12:00pm - 8:00pm; Sun 9:00am - 5:00pm * First class training provided - 6-8 weeks classroom based before moving to the academy where you will be taking calls. Once you are up to speed and consistently achieving the required performance levels, you will be considered for hybrid working where you will be required to be in the office 6 days a month and can work from home the rest of the time.

Candidate Profile: Key accountabilities, skills & experience

Key responsibilities:

• You'll be utilising high-risk identification strategies to detect fraudsters and protect genuine customers from becoming victims of financial crime. That way you can help NatWest's customers remain safe.
• You'll be investigating and analysing queries accurately and raising them with relevant internal and external parties without delay, escalating where appropriate.
• You'll be actively participating in initiatives to improve customer service, processes and procedures.

The skills you will need:

• Previous customer service and telephony experience
• Ability to work in a fast-paced environment whilst managing phone calls with the customers to reach a solution
• Excellent written and verbal communication skills
• Excellent attention to detail
• IT Competency (Microsoft office and data entry)
• Ability to work well within a team

About the client

Benefits:

• Free access to UnMind - a mental health and wellbeing platform that you can use throughout the duration of your assignment to support with mental health, life events, and physical health and wellbeing.
• Access to a benefits scheme giving you access to discounted holidays, vouchers, saving bundles, competition and giveaways and a 24/7 worker assistance programme including always accessible counselling services.
• A range of amenities are available onsite including, free parking, supermarket and a Fitness & Wellbeing Centre which features a gym, swimming pool and 5-aside football pitches.

Next steps

• You will receive a short assessment with multiple choice options
• If successful you will be sent a link to submit a video interview containing 3 questions, each with a 3-minute time limit.
• If successful you will be invited to a telephone screening call with a Recruiter from AMS
• Offer decision