Fraud Complaints Investigator | S1 | Everyday Banking | Bootle & Glasgow

WHAT YOU WILL BE DOING

Join our community.

We are currently recruiting Fraud Complaints Investigators within our Fraud Complaints team with a starting package of £23,798, this is made up of a base salary of £21,801 along with an additional £500 Flexible benefit and up to £1497 discretionary performance related bonus.

As a Fraud Complaints Investigator you’ll play a vital role in helping to protect our customers each day, keeping them safe by providing education, making risk-based decisions, and fixing things where they have gone wrong, doing this using your natural empathy, listening skills and passion for delivering a service that is second to none.

The difference you’ll make.

• Responding to customer complaints received by phone and letter
• Displaying strong customer service skills with the ability to listen to our customers and a desire to put it right at the outset
• Demonstrating our Santander’s behaviours, with a clear focus on empathy and ownership
• Acting as an advocate for our customer and work passionately to offer them a resolution that is simple personal and fair
• Taking ownership for own development needs

What you’ll bring.

• Experience of working within a customer services role either within an inbound or outbound environment
• First Class product knowledge and understanding of internal processes and procedures
• You will require the right to work in the UK (please see details below)

It would also be nice for you to have.

• Knowledges of mortgages and related products
• Experience of using intellect and empathy, tact and diplomacy within a customer service role
• Articulate and highly numerate with a strong attention to detail
• Knowledge of financial services with an ability to work within procedural guidelines
• Ability to treat each customer as an individual and deliver a tailored response on each call

What else you need to know.

We are recruiting positions across Glasgow and Bootle.

We have a wide range of working patterns available, including fixed shift working as well as 4 day condensed working weeks to best balance our colleagues home/work life balance and the needs of our customers. Our operating hours are Monday – Friday between 8am to 6pm and Saturday 9am – 2pm.

We will be conducting all interviews via telephone or video-conference where possible.

Everyday Inclusion.

At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair.

How we’ll reward you.

As well as a salary, we offer a wide range of benefits that you can choose from and tailor to your needs.

• £500 annual cash allowance to spend on our great range of benefits.
• 25 days’ holiday plus bank holidays, which increases to 26 days after 5yrs service, with the option to purchase up to 5 contractual days per year
• Eligible for a discretionary performance-related annual bonus.
• Voluntary healthcare benefits at discounted rates. Including: Bupa medical insurance, dental insurance, healthcare cash plan and health assessments
• Free access to wellbeing apps and up to three weekly online classes via our partnership with Gympass
• We put 8% of salary into your pension, even if you don’t contribute yourself. We’ll pay in up to 12.5% of salary, if you contribute as well, and you can take some of our contribution in cash if you prefer
• Support your favourite causes through charitable giving and our community partnerships
• Share in Santander’s success by investing in our share plans
• 24/7 access to an online employee discount platform including retailers, entertainment, eating out, travel and more

Right to work in the UK.

Every individual must have the right to work in the UK to commence employment with Santander either by way of nationality, visa or work permit. If you do require a working visa / permit this will not influence our decision on whether to progress your application. However, if you do not have a right to work, or an application for a working visa / permit is unsuccessful, Santander will not proceed with your application and will withdraw any conditional offer previously made.

What to do next.

If this sounds like a role you’re interested in, then please apply.

If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available through telephone, email, or face to face. You can contact us at resourcing@santander.co.uk or call 0870 414 9080.