General Banking Contingent Investigator

We are currently recruiting for Banking (Fraud and Scams) Contingent Investigators. This assignment will be home-based for the duration of the assignment - which is 12 months - and must be carried out from the UK - for the purposes of the assignment, the UK is defined as England, Scotland, Wales and Northern Ireland. It will pay a starting rate of £210 per day (Umbrella) - increasing to £260 after accreditation - to join our client, the Financial Ombudsman Service, the organisation that settles individual disputes between financial businesses and their customers.

As the assignment is performed from home, you will need to provide your own equipment, such as laptop etc and have a reliable internet connection and appropriate environment for carrying out the assignment.

The assignment will require you to investigate both sides of a dispute and then make a fair and reasonable decision on the outcome. You’ll begin your assignment by joining our internal training programme, conducted remotely, to ensure we are setting you up for success.

The ideal candidate for this assignment will -

• have experience of resolving complaints/disputes and being the decision maker
• have knowledge of the banking market
• have excellent problem solving and decision-making skills, with outstanding attention to detail
• have a focus on quality, customer service and doing the right thing
• have great written and verbal communication skills
• be able to handle customer enquiries on the telephone, building rapport and remaining composed under pressure
• have experience managing conflicting deadlines with great time management skills

This role will specialise in Fraud & Scams - meaning we are seeking industry specialists in this area. For example, scams, unauthorised payments, identity theft, fraud markers etc.

We are seeking candidates with experience in some of all of the below:

• Unauthorised transactions
• Identity theft
• Phishing scams
• Investment, romance, online shopping and cryptocurrency scams
• Payment Diversion and APP fraud
• Continuous payment authorities
• Dispute transactions
• Electronic money services for buyers and sellers

We do not consider PPI experience as relevant.

In return you will be rewarded with a generous day rate - with in-depth training and support. Your knowledge will grow quickly, and this is a genuine opportunity to work with an exceptional company.

The available start date is 24 February 2025 and the initial tenure for the assignment is 12 months. This full-time Contingent Investigator assignment is deemed to be inside IR35.
For this role, you will go through a multi-stage recruitment process before receiving an offer. This includes a telephone interview with Reed, online psychometrics testing, and a competency-based interview with the Service.

If you have the experience we have detailed in this advertisement, please apply with an updated version of your CV. We are looking for product details within your CV, so be sure to include the complaint types you’ve managed.

Important information:

• Pay rate pre-accreditation - Umbrella £210 pd, PAYE £162.14 pd, or £188 deemed PSC pd
• Pay rate post-accreditation - Umbrella £260 pd, PAYE £202.50 pd, or £225.30 deemed PSC pd
• Location - fully remote (must be working in the UK)
• Duration - 12 months temporary assignment
• Equipment - must use your own equipment

We are looking forward to reviewing your application.