Our Financial Crime team protects Nationwide and its customers from all types of financial crime. Our team has an outstanding reputation, captivating subject matter and industry leading results that will see you work alongside detection systems, reacting to ever changing methods of financial crime, whilst striving to deliver exceptional customer experience.
As an Economic Crime Investigator, you’ll speak with our customers to discuss potentially fraudulent account activity. Using in-depth questioning skills, you will build a great rapport to identify if a payment is fraudulent and provide education where necessary to avoid the risk of future scams. As part of your training, you will learn about the other teams’ roles and responsibilities.
If you’re a team player, able to work in a fast-paced environment and putting customers and their money first is important to you, then this could be the role for you.
The team cover our core business hours between 8-8, working Monday – Friday and will work every other Saturday. If you work a Saturday, you’ll get this time back elsewhere in the week. You will work contracted shifts on a rotational basis and will be given 8 weeks’ notice of your shift pattern.
At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.
For this job you’ll spend at least two days per week, or if part time you’ll spend 40% of your working time, based at either our Sheffield, Wakefield, Northampton, Swindon or Dunfermline office. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.
If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

WHAT YOU’LL BE DOING

You will be answering inbound calls from our members or third parties. Using in-depth questioning and frameworks you will identify if a payment is fraudulent. You will need to be inquisitive on the calls and provide great customer service often during challenging situations.
No two calls are the same, they could be five minutes or up to an hour for more complex cases. Working alongside other Fraud teams you’ll work to stop any money leaving customer accounts. You’ll have accountable freedom and support from your team and other Nationwide departments to ensure you’re making the best decisions for our customers.

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind
• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
• Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development
• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcome