Job Description

Business Unit: COO, Customer Support
Salary range: 324,000 - 330,000 per annum DOE + red-hot benefits
Location: UK Hybrid - Once per week in hub (Leeds, Gosforth, Glasgow)Live to inspire change. Live a life more VirginOur TeamOur Operational team help to prevent and detect the misuse of our accounts for processing the proceeds of crime. Our teams key focus is to ensure we keep our customers money safe and disrupt bad actors such as 'Money Mules'. If your curious and are interested in helping identify money mules then this is the role for you!What you'll be doing

• Investigating money mule alerts, including performing Know Your Customer and Identification and verification alongside consideration of multiple intelligence sources to formulate rationale and without prejudice outcomes for mule alerts generated by the fraud detection systems

• Engaging directly with customers who may be suspected of money mule activity, ensuring compliance to KYC and associated customer identification and verification requirements
• Liaising with CIFAS and National Hunter contact lists as part of fund tracing and indemnification
• Understanding and proactively identifying triggers/red flags which lead to identification of mules and mule activity, including identification of fraud rings/organised crime groups and theme/trend identification
• Complete SAR disclosures to the National Crime Agency, including Defence against Money Laundering (DAML) requests and stakeholder management with Stores and Operational areas.
• Provide great customer journeys by adjudicating false positive alerts speedily whilst ensuring adherence to processes and procedures.
• Assisting other members of the team with any complex investigations and escalations and act as delegate for Money Mule Team Leader & Seniors Analysts.
• Ensure compliance with external bodies such as CIFAS, National Hunter, National Crime Agency, and UK Finance alongside Regulatory, PSR, Legal, HR and Consumer Duty requirements

We need you to have

• Strong experience in investigation and analysis and the ability to present without prejudice outcomes rationally and consistently to internal stakeholders
• Logical & rationalised decision-making skills, ability to engage with the wider team and 1LOD Fraud Strategy on identification of mule perpetrators and mule rings
• Excellent written skills with the ability to document your decision concisely and clearly
• Empathy and a passion for making customers happier about money by having the ability to provide great customer journeys for genuine customers
• Proven track record of excellent time management skills, ensuring that fraud mule cases/alerts are worked effectively and accurately and within relevant time scales. Reporting to agencies, where required, and in turn ensuring the bank remains safe for our customers
• Be a Subject Matter Expert in Money Mule prevention processes such as understanding key red flags, freezing of funds as well as fund recovery, and representing the department internally and externally, where deemed necessary
• Have previous investigations experience in fraud or financial crime or strong customer facing and analytical skills

It's a bonus if you have but not essential

• Experience of fraud detection systems and data bases e.g. Feedzai, CIFAS, Hunter, Experian
• Data interpretation and analysis capabilities

Red Hot Rewards

• Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time) plus the option to buy more.
• Up to five extra paid well-being days per year.
• 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.
• Market-leading pension.
• Free private medical cover, income protection and life assurance.
• Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.

And there's no waiting around, you'll enjoy these benefits from day one.Feeling insatiably curious about this role? If we're lucky to receive a lot of interest, we may close the advert early and would hate you to miss out.We're all about helping you Live a Life More Virgin, so happy to talk flexible working with you.Say hello to Virgin Money
We're making great strides towards achieving our ambition of becoming the UK's best digital bank. As a full-service digital bank with a heritage stretching back over 180 years, we're a workforce to be reckoned with, and we're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. We're customer-obsessed and work tirelessly to deliver on our purpose, 'Making You Happier About Money.' This means we're able to do banking differently, and by innovating and working together we can make a real difference by creating memorable moments and red-hot experiences for our millions of customers. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work.Be yourself at Virgin Money
Our purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities. We're committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.As a Disability Confident Leader, we're committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition teamIt's important to note that there may be occasions where it's not possible to interview all candidates declaring a disability who meet the essential criteria for the job. In certain recruitment situations such as receiving a high-volume of applications, we may need to limit the overall numbers of interviews offered to both disabled and non-disabled applicants.Now the legal bit
Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it), but we'll need you to confirm you have the right to work in the UK.If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks - we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.Advertised: 20 Feb 2025 GMT Standard Time
Applications close: 27 Feb 2025 GMT Standard Time

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