Customer Service Advisor (Fraud Team)

LTSB is a social mobility charity that prepares and supports bright young people from disadvantaged backgrounds into meaningful roles with major firms. We make sure those at risk of under-employment find careers equal to their ambition and ability, and can contribute from their first day on the job.

We’ve partnered with NatWest Group to create high-quality apprenticeship opportunities for young people who are passionate about starting a career in financial customer service.

You’ll gain expertise through dealing with and referring customer queries. Whether it’s carrying out day-to-day banking transactions like paying bills, or helping customers identify products and services that are right for them, you’ll be on the other end of the phone to take their calls.

Led by our experienced Careers Development Managers, you will undergo a bespoke 3-week programme that will help your professional development and prepare you for your interview with NatWest for a Customer Service Apprenticeship across different areas of the bank.

Programme start date: 29th April 2024

Apprenticeship start date if successful: 3rd June

Who's this for?

We are looking for young people aged 16– 24 who are passionate about building a career in customer experience at NatWest Group. You don’t need previous experience, but you do need to show evidence of a genuine interest in the sector.

Eligibility Criteria:
✅ 16-24 years old
✅ Received free school meals and/or require additional support to access careers
✅ Did not attend a private / fee-paying school

There is no minimum academic criteria required although Maths and English GCSE in England and Northern Ireland, or National 5 qualifications in Scotland would be an advantage. If you didn’t manage to achieve the grades or can’t provide evidence of your qualifications, NatWest Group will help you to obtain them during your apprenticeship.

You won’t be able to join the programme if you have the same or equivalent qualification, or work experience at a similar level in a similar field. This may include a related apprenticeship, a university degree or a role in which you may have developed similar skills.

What will I get?

Everyone who completes the pre-employment programme is guaranteed an interview with NatWest.

Those who are successful in securing the role will:
✅ Have the opportunity to learn new skills and study for an apprenticeship
✅ E
arn a competitive salary (see above)
✅ Receive professional support during the first 6 months of your career

Job Description

Shift pattern: Monday to Sunday, 8am – 8pm, rotating shift patterns including weekends 

Location: Manchester 

Apprenticeship Programme: Financial Services Customer Adviser Level 2 

Your business area: NatWest Digital X – Fraud Prevention 

Our purpose as a Fraud Prevention Centre of Expertise is to protect customers, make banking safer and disrupt criminals. We drive efficient fraud and scams prevention journeys through transformation continuous improvement and simplification. Our specialist teams work tirelessly to prevent fraud and scams from occurring, developing new and innovative ways to deepen our capabilities and prevent and fight the threat of fraud and scams. Through considered intervention, targeted customer education and the latest technologies, in the Fraud Prevention CoE we aim to provide best-in-class customer journeys that go further than anyone else in keeping our customers safe and secure. 

The job you’ll be doing – Customer Service Apprenticeship 

You’ll deliver successful customer and business outcomes by investigating fraud for our customers via the telephone. Using high-risk identification strategies to detect fraudsters and protect genuine customers from becoming victims of financial crime, you’ll help our customers remain safe when they bank with us.  

• Delivering customer and business outcomes by processing, authorising and investigating all transactions do defined key performance indicators and service level agreements  

• Accurately collecting information from customers and business  

• Providing your subject matter expertise within Fraud Prevention team about emerging trends and our customer needs 

• Using red flag indicators and high risk data from a range of systems to stop fraudsters and to shield our customers from financial crime  

• Resolving complex fraud enquiries in line with agreed processes and procedures to provide fair customer outcomes 

 Published on 07-02-2024
 Deadline 24-04-2024