Business Unit: Fraud Service Delivery
Salary range: £26,400 - £33,000 per annum DOE + red-hot benefits
Location: Remote - Work from anywhere within the UK with occasional travel required to a hub
Contract type: Permanent Full Time
Be a change maker with more cha-ching. Live a life more Virgin.

OUR TEAM

The world is changing and so are we. That is why we are a home for the courageous. We reward those who push themselves, but we know you would do it anyway. You are naturally curious, ambitious, and brave. You want to do things, and we have the roles to make that happen.
We’re looking for a driven and passionate Training Specialist within Fraud Operations to lead on a variety of development activities, with a focus on building capability of new joiners. The Graduation Bay program bridges the gap between training and BAU, improving agent confidence and achieving measurable performance outcomes. It is part of the onboarding journey for new agents and is crucial in ensuring that colleagues possess the necessary skills to protect the Bank and its customers. It is five weeks long, and encompasses a buddying system, real time SME assistance, QC accreditation and daily feedback loops, allowing new joiners to get the support they need to become fraud experts.

• Guide and coach colleagues involved in service interactions, ensuring they meet our conduct responsibilities, while providing excellent customer experience and fair customer outcomes.
• Implement a learning cycle of analysis, design, delivery and evaluation to ensure training is providing the right customer outcomes.
• Consult, design and deliver learning for performance improvement solutions to address gaps in colleagues’ knowledge and skills.
• Introduce exciting ways of learning to enhance colleague experience and achieve a forward-thinking culture.
• Engage with stakeholders at various levels as well as subject matter experts across the business.
• Using extensive fraud knowledge to provide coaching and feedback to first line agents.
• Keeping abreast of updates in fraud and regulatory landscapes to maintain training material to reflect the needs of our customers and the Bank.