Job description - summary
On behalf of Nationwide, AMS are seeking a Customer Advisor on a 6-month contract
As an Economic Crime Investigator within the Fraud Contact Team, you’ll be on the front line protecting our customers from fraud. You’ll speak directly with customers by telephone about potentially suspicious account activity, using skilled, in‑depth questioning to build trust and quickly understand each situation.
By creating strong rapport, you’ll identify whether a payment is fraudulent and provide clear, practical guidance to help customers protect themselves from future scams. As part of your training, you’ll gain a strong understanding of how our wider fraud teams operate and work together. No previous fraud experience is required — we’ll 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.
If you’re a team player, able to work in a fast-paced environment and putting customers and their money first is important to you, then this could be the role for you.
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 you'll be located at our nearest regional hub. There will be a need to regularly connect with colleagues for collaboration events in one of our office sites. This is anticipated to be once a year. If your application is successful, your hiring manager will provide further details on how this works.
Job description - the role
What you’ll be doing
You’ll be the voice our members rely on when it matters most, handling inbound calls from members and third parties about potentially fraudulent activity. Using strong questioning skills and proven fraud frameworks, you’ll investigate payments to determine whether fraud is taking place.
This is a role that requires curiosity, empathy and confidence. You’ll ask the right questions, think critically and deliver excellent customer service, often during sensitive or high‑pressure situations.
No two calls are the same. Some may take just a few minutes, while more complex cases can last up to an hour. Working closely with other Fraud teams, you’ll play a vital role in stopping money from leaving our members’ accounts.
You’ll 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.
Candidate Profile: Key accountabilities, skills & experience
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 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 who can collaborate across many teams.
- The ability to work alone and organise your own workload.
- Great decision-making skills feeling confident with having accountable freedom.
- Good working knowledge of Microsoft systems, such as Outlook, Teams and other Office applications
About the client
Banking – but fairer, more rewarding, and for the good of society
We forge our own path at Nationwide.
As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t 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 you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re 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.
Next steps
What’s on Offer
- Hourly Rate: £15.10 per hour
- Total Hours: 35 hours
- Shift Pattern: Fully Flexible between Monday – Sunday 0800-2200
- Full Training will be provided
- Location: Remote
- Start Date: 27th July 2026
- Contract Length: 6 Months
Job Reference: AMSCWS01179
