Fraud Investigator

Description:

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.