Fraud Detection Senior

Our Fraud Operations team plays a vital role in keeping money safe and sound. We're committed to protecting our customers, and the Break the Spell Team sits at the frontline of the fight against social engineering scams, including safe account fraud, romance scams and rogue trader fraud.

As part of the team, you'll be the go-to expert for high-risk cases and complex fraud investigations, making a real difference in helping to protect customers from financial harm. You'll investigate sophisticated fraud scenarios, identify emerging risks and take decisive action when it matters most.

We're looking for passionate and engaged fraud professionals who are driven to make a difference and deliver positive outcomes for customers. You'll have strong customer care skills, a keen eye for detail and the confidence to trust your instincts when something doesn't look or feel right. You'll be quick to spot red flags, take ownership of challenging situations and confidently handle difficult conversations with empathy and professionalism.

This is a 9-month secondment opportunity.

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 role, you'll be based at your nearest regional office or hub. We value time spent together to connect with colleagues for collaboration so there will be a regular requirement to attend our Glasgow, Gosforth or Leeds site approximately once per quarter. If you are based at an office location, you'll be expected to meet our hybrid working requirement of at least two days a week, or 40% of your working time if part-time, in the office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. If your application is successful, your hiring manager will provide further details on how this works.

Whilst these locations are where we are primarily looking to fill the role, if you’re an internal applicant based in a different location, we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role. You can also find out more about our approach to hybrid working here.

Virgin Money is now part of Nationwide

Nationwide acquired Virgin Money in October 2024. Virgin Money continues to serve customers on the high street, and there will be a phased and considered integration over the coming years.

You’ll be employed by Nationwide from day one, delivering real impact and benefitting from a highly competitive range of benefits. We’re a workplace where you’re rewarded, recognised and celebrated.

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.
 
If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

What you’ll be doing

As a Fraud Detection Senior, you'll be at the forefront of protecting our customers and preventing financial crime. You'll manage high-risk cases, responding to escalations and referrals involving suspicious payments and potential fraud. Acting as a key line of defence, you'll engage directly with customers who may be under the influence of social engineering tactics, with the aim of "breaking the spell" and stopping scams before financial harm occurs.

A significant part of the role involves making outbound calls to customers and conducting detailed reviews of payments and account activity to identify high-risk indicators and prevent fraudulent activity. You'll collaborate closely with internal stakeholders, external organisations and industry partners to assess scam intelligence, investigate emerging threats and support informed decision-making.

You'll also play an important role in supporting vulnerable customers through complex and often emotionally challenging situations. Providing exceptional care and guidance, you'll help customers who have been affected by fraud feel safe, supported and confident throughout their journey.

This is an opportunity to make a genuine difference every day, protecting customers when they need it most while developing specialist fraud investigation expertise within a highly skilled team.

About you

You will have

• Previous experience in a telephony-based role handling fraud and scam-related cases. 

• Experience in fraud screening, either within payment monitoring or account monitoring environments. 

• Strong knowledge of Virgin Money's fraud processes, products, channels, and operational procedures. 

• Demonstrated track record of delivering excellent customer service, including supporting vulnerable customers with sensitivity and empathy. 

• Excellent stakeholder management and communication skills, with the ability to present findings clearly, concisely, and consistently to a range of audiences.

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 outcomes

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• 25 days holiday, pro rata

• Private medical insurance

• A highly competitive pension to help you build a strong foundation for retirement

• Access to an annual performance-related bonus

• Training and development to help you progress your career

• A great selection of additional benefits through our salary sacrifice scheme

• Life assurance to provide peace of mind for you and your loved ones in the event of your death

• Wellhub – access to a range of free and paid options for health and wellness

• Up to 2 days of paid volunteering a year

Banking – but fairer, more rewarding, and for the good of society

We forge our own path at Nationwide.

As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.

At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.

We are purpose driven. Uncompromisingly customer. Unstoppably Nationwide.

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us. 

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application. 

The hiring manager for this role is Christopher Heath, and the main recruitment contact is Jess Heath.