Address
Form of workNottingham Trent House (95002), United Kingdom, Nottingham, NottinghamshireFraud Investigator
About this role
Our customers are at the heart of everything we do. So we’re looking for someone who is passionate and motivated to join us as a Fraud Senior Coordinator to deliver great customer experiences. As a member of the Fraud team, you’ll work across all a number of workstreams, investigating:
Application Fraud
Account Takeover
Disputes
What you'll do
You’ll be a problem solver able to apply good judgement, reaching the right outcome on your investigations. Fraud can be complex, so you’ll have excellent verbal and written skills, communicating effectively to customers and third parties.
Investigate all forms of inbound and outbound cardholder contact for all areas of Fraud and Disputes, including Application Fraud, Account Takeover and Disputes
Be flexible and have the ability to move between workstreams to meet service requirements
Protect the business from fraud losses by proactively identifying fraudulent applications and transactions; and protect victims of fraud and genuine customers
Interpret Mastercard and Visa chargeback scheme rules to prevent customer and department losses; negotiate with both merchants and banks regarding the settlement of transaction disputes; and escalate cases to Pre Arbitration where appropriate
Be the point of contact for offshore vendors and other areas of the UK operation
Support the ongoing development of the department by identifying opportunities for streamlining and automation of processes
Take ownership of cases with end to end case management and one call resolution.
What we’re looking for
Ability to adapt to a fast-paced quick changing environment
Adherence to internal and external compliance requirements
Demonstration of solid judgment
Possess excellent verbal and written communication skills
Strong problem identification and resolution skills
We are committed to creating a level playing field and seek to create teams that are representative of our customers and the communities we serve. We’d love to hear from you if you identify with a typically under-represented group in our industry and are particularly keen to hear from women and ethnic minority candidates.
Where and how you will work
Our front line agent roles are remote - based at home with 2 days per month in the office for team building, collaboration and the opportunity to meet and spend time with your colleagues face to face.
At Capital One, we invest in your training and development. We recognise that a 'one size fits all' approach to learning is not always the best. We have developed a blended learning and support programme involving in-person, remote and self learning.
This means, for the period of your training (up to 12 weeks) and when you first start talking to customers, we will ask you to be in the office more often. We believe this will not only be hugely beneficial to your development in the role but it will also allow you to learn more about our culture and create in-person relationships with your peers.
During some of the training (approximately 10-12 weeks), your working hours will be 09:00 - 17:30 Monday to Friday. Once fully trained your hours will be approx 9-5 Monday to Friday.
What’s in it for you
Bring us all this - and you’ll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation - Salary £24,000.
We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)
Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave
Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café
What you should know about how we recruit
We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.
We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:
REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies
OutFront – to provide LGBTQ+ support for all associates
Mind Your Mind – signposting support and promoting positive mental wellbeing for all
Women in Tech – promoting an inclusive environment in tech
EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry
If you require a reasonable adjustment, please contact All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.
For technical support or questions about Capital One's recruiting process, please send an email to
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
Who We Are At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding. Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.
