I set myself the goal of a promotion within the first year, and I did it!As a complex fraud investigator, I:- Work fraud investigations which fall under the umbrella of three categories:- First Party Challenge: Customers have fraud claims that require thorough investigation before any refunds can be made, e.g. fraud reported on chip & pin spend, fraud reported on transactions authenticated in the mobile app, and repeat fraud claims within a short space of time.- First Party… Show more I set myself the goal of a promotion within the first year, and I did it!As a complex fraud investigator, I:- Work fraud investigations which fall under the umbrella of three categories:- First Party Challenge: Customers have fraud claims that require thorough investigation before any refunds can be made, e.g. fraud reported on chip & pin spend, fraud reported on transactions authenticated in the mobile app, and repeat fraud claims within a short space of time.- First Party Fraud: When we suspect that customers are misusing the credit card; i.e. they are committing fraud against our business. This can take the form of false fraud claims, evasion of payment, paying with fraudulently obtained funds, or manipulating the balance with uncleared payments.- Account Takeover: Customers’ accounts have been taken over by an unauthorised third party; for example a fraudster takes over the credit card app, from which they take sole control of the account as a whole as they can order new cards, change personal details and authenticate transactions.- Compile detailed reports of case investigations to send to our management team for review when required. For example, recommendations to accept or decline fraud claims, or to revoke customer’s credit if we suspect misuse of the credit facility. Submit Suspicious Activity Reports if we suspect criminal activity such as money laundering or funds being used for criminal organisations.- Liaise with external organisations such as CIFAS and other banks to corroborate our investigations and obtain more information.- Service a high volume of inbound calls in a busy contact centre and work through outbound call queues in a timely but comprehensive manner. Maintain records on spreadsheets such as bank checks and loadings to the CIFAS fraud database.- Am one of the more senior agents, leading the training and upskilling of less senior agents. Answer queries from colleagues both within my team and from other departments. Show less

My typical responsibilities as a fraud analyst included:- Servicing a high volume of inbound calls in a busy contact centre and working through outbound call queues in a timely but comprehensive manner. - Gathering information and collating evidence from phone calls, as my role was a ‘first point of contact’ agent. An example of this is challenging customers on their fraud claims, which is vital as this is the first time they will disclose details to us so accuracy is essential so that… Show more My typical responsibilities as a fraud analyst included:- Servicing a high volume of inbound calls in a busy contact centre and working through outbound call queues in a timely but comprehensive manner. - Gathering information and collating evidence from phone calls, as my role was a ‘first point of contact’ agent. An example of this is challenging customers on their fraud claims, which is vital as this is the first time they will disclose details to us so accuracy is essential so that it can be verified later on. - Referring accounts to the ‘complex fraud team’ for review, which is the team I was promoted to. Such accounts were to be referred when there were suspicions of the three aforementioned investigation types: first party challenge, first party fraud and account takeover. Comprehensive note-taking and communicating effectively to establish the facts was a necessity.- Shadowing the complex fraud team for a couple of reasons:- I was put forward by my manager and put myself forward to shadow my senior colleagues as a learning and development opportunity.- The complex fraud team have always had a taxing and demanding workload, and I was entrusted to support them to work through this workload. Show less