Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

Fraud Investigator

About this role

Our Fraud team protects the business from fraud losses whilst putting the customer at the heart of everything we do. They apply judgement to all investigations and reach the right outcome for our customers.

As a member of the Fraud team, you’ll work to investigate: 

• Application Fraud

• Account Takeover

• Disputes
   

What you’ll do

• 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

• Adaptable in a fast-paced quick changing environment 

• Expert attention to detail would make you a superstar in this role

• A team player that acts with integrity and treats our customers and associates with respect

• Demonstration of solid judgement 

• A great communicator, both verbal and written, communicating effectively to customers and third parties

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, the LGBTQ+ community and ethnic minority candidates.

Where and how you’ll work

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 (approximately 12 weeks) and when you first start talking to customers, you will be based in the office. This is 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 your training, your working hours will be 09:00 to 17:30, Monday to Friday. Once you’ve completed training you’ll move onto the Fraud  team shift pattern and your hours will be 09:00 to 17:00  Monday to Friday.

Once you have successfully completed your training, you will transition to predominantly working from home, however you will be required to come into the office for a day every 2 weeks. This will be for team building, collaboration and the opportunity to meet and spend time with your colleagues face to face. However, if you want to work from the office more, you can!

What’s in it for you

• 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, 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 and  mindfulness space.

We will be holding in person assessment days on 12th & 13th November. It’s a great opportunity for you to meet the team and ask them any questions you might have about what a day in the life of this role truly looks like. You’ll also have an individual interview and be given a tour of our fantastic offices.

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

Capital One is committed to diversity in the workplace.

If you require a reasonable adjustment, please contact [email protected]  All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.