Economic Crime Investigator

As an Economic Crime Investigator within the Fraud Team youll be on the front line protecting our customers from fraud. Youll work alerts and speak directly with customers by telephone about suspected fraudulent account activity using skilled in depth profiling skills and questioning to understand each situation and investigate suspicious transactions.

Youll identify whether a payment is fraudulent and provide clear practical guidance to help customers protect themselves from future fraud. As part of your training youll gain a strong understanding of how our wider fraud teams operate and work together. No previous fraud experience is required well provide comprehensive training to set you up for success.

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.

This role is working full time 35 hours per week Monday to Friday including 1-in-4 weekends. Your shifts will be between 8am-8pm.

Were currently recruiting for an 11^th January 2027 start date. Please only apply if you can commit to this time frame and note that no annual leave will be permitted during the first two months in this role while you undertake training.

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 youll be located at our nearest regional office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations youll be expected to spend at least two days a week or if part time youll spend 40% of your working time in the office. If your application is successful your hiring manager will provide further details on how this works.

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 youll be doing

Using strong questioning and listening skills coupled with strong investigative and profiling skills youll investigate payments to determine whether fraud is taking place and where necessary you will use outbound telephony to investigate directly with the customer.

This is a role that requires curiosity empathy and confidence. Youll ask the right questions think critically and deliver excellent customer service often during sensitive or high-pressure situations.

Working closely with other Fraud teams youll play a vital role in stopping money from leaving our members accounts for fraudulent activity.

Youll have the freedom to make informed decisions backed by the support of your team and colleagues across Nationwide ensuring you always act in the best interests of our customers.

About you

As a minimum requirement you will have:

• Excellent verbal communication skills having previous experience in a telephony environment or customer service environment
• A willingness to learn and be curious
• A proven track record of providing excellent customer service and examples of where you have gone above and beyond for your customers

• Experience of handling challenging conversations with a wide range of people

• A team player ethos and be someone who can collaborate across many teams

• The ability to work alone and organise your own workload

• Great decision-making skills and feel confident with having accountable freedom
• Good working knowledge of Microsoft systems such as Outlook Teams and other Office applications

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 were 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 dont 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 youll 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 were owned by our members - those customers who bank save or have a mortgage with us. We challenge the financial sector status quo. We dont 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 youre inspired by fairer finances passionate about making a meaningful impact and truly care about our customers youre 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. Youll need to attach your up-to-date CV and answer a few quick questions for us.

Once weve received your application successfully we will invite you to the first stage; our online assessments!

Within a few hours youll receive a link to your unique candidate hub here well ask you to complete some online assessments within 48 hours of applying; these include a situational judgement test checking and numerical assessments all focussed around whats important to us in a member facing role at Nationwide.

In your candidate hub youll also be able to get hints and tips and watch videos from our colleagues giving you a really good idea of what its like to work here at Nationwide.

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

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data please read our.

If you want to find out more about using AI in our recruitment process please read morehere.

Disability Confident

Were not just guided by data were driven by the real experiences of our people. Were a Disability Confident Level 3 Leader the highest level.

Thats why were constantly evolving our policies and practices to make sure everyone feels genuinely supported valued and empowered to champion inclusion. Whatever your needs were here to support you. If you need any additional support throughout your application journey email our team atRecruitment Support.

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