Fraud Detection Agent

Job Description

Our Fraud Detection Team go the extra mile to provide customers with the help they need to manage their financial situation. To join them, you’ll need to be naturally curious with the confidence to ask the right questions to get to the root of the problem. You’ll be primarily helping customers who have been a victim of fraud, which means there’ll be some tough conversations – but your resilience and ability to empathise will be encouragement to those who need it most.

Despite the challenges you’ll face, there’ll be opportunities to make memorable experiences for customers – something that our team is extremely passionate about, and that’s an extremely rewarding part of the role. You’ll need to be a great listener, have patience, and demonstrate a caring manner. It’s vital that you can get the basics right, focus on the detail, and work to a high degree of accuracy.

We're currently recruiting for 20th of July and 17th of August 2026 start dates. 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 role while you undertake training.

You will work full-time, 35 hours per week, with shift rotations between the hours of 8am and 7:30pm, Monday to Friday, with 1-in-4 Saturdays working 9am - 5pm.

At [Employer hidden — sign up to reveal], 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, you'll spend at least two days per week, or if part-time, you'll spend 40% of your working time, based at either our Leeds, Newcastle or Glasgow locations. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.

Virgin Money is now part of [Employer hidden — sign up to reveal]. [Employer hidden — sign up to reveal] 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 [Employer hidden — sign up to reveal] 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.

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 you’ll be doing

• Offer guidance, support, and reassurance to customers, including those experiencing or approaching financial difficulty and those who may be vulnerable to fraud or scams.
• Demonstrate strong curiosity and a genuine desire to understand each customer’s situation to identify the best possible solution.
• Liaise with third parties to ensure customers are fully supported.
• Use effective questioning, active listening, and confident communication to accurately summarise key information.
• Work within defined policies and procedures; constructively challenge processes where necessary.
• Exhibit emotional resilience, honesty, and openness; be a supportive team player.

About you

• Previous experience in a customer service role within a call centre or skills gained in other customer-focused environments, such as retail or hospitality.
• A genuine passion for delivering outstanding customer experiences and ensuring the best possible outcomes.
• The ability to be insatiably curious; asking questions, challenging the norm, and negotiating to deliver the best solution.
• Excellent communication skills with a sincere approach to feeling what customers feel and delivering a simply brilliant experience.
• A caring, positive attitude with a genuine passion for helping others.
• The ability to multitask – listening to customers, while investigating/reviewing information.

Customer First Behaviours

• Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise.
• Say it straight - We are brave in speaking out and saying what we think.
• Push for better - We don’t settle for mediocrity, we challenge the status quo.
• Get it done - We prioritise what will have the greatest impact.

The extras you’ll get

• 25 days holiday, pro rata
• Access to private medical insurance
• A highly competitive pension
• Access to an annual performance-related bonus
• Training and development
• A great selection of additional benefits through our salary sacrifice scheme
• Life assurance
• Wellhub – access to health and wellness options
• Up to 2 days of paid volunteering a year

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. After application, you will be invited to online assessments within 48 hours.