TSB | Senior Fraud Consultant | Fraud Operations | Grade C | Sunderland - Flexible | 6 M Secondment

TSB | Senior Fraud Consultant | Fraud Operations | Grade C | Sunderland - Flexible | 6 M Secondment

Country: United Kingdom

IT STARTS HERE

Santander (www.santander.com) is evolving from a global, high-impact brand into a technology-driven organisation, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible.

This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference.

Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

TSB is a key part of the Santander organisation. At TSB, we exist to help our customers make the most of their money, so that they can feel money confident every day.

When they feel more confident with their money, they can get more out of life. And put simply, that is what it’s all about.

THE DIFFERENCE YOU MAKE

TSB Fraud Operations are looking for a Senior Fraud Consultant to join our Transactional Fraud Investigations team.

Transactional Fraud Investigations plays a vital role in protecting customers and the bank from the impact of fraud. The team investigates complex and high-value fraud claims, supporting customers through some of their most challenging experiences while delivering fair outcomes in line with industry regulations and internal policy.

As a Senior Fraud Consultant, you'll use your fraud expertise to investigate complex cases, support colleagues with technical guidance, and help drive continuous improvement across the function. You'll work closely with customers, internal stakeholders and operational teams to deliver excellent customer outcomes while helping strengthen our fraud prevention and detection capabilities.

We're shaping the way we work through innovation, collaboration and the use of digital tools to make banking simpler and safer for our customers. To succeed in this role, you will be responsible for:

• Investigating complex and high-value fraud claims, gathering and analysing information from multiple sources to make fair and evidence-based decisions.
• Supporting customers and colleagues with expert guidance, ensuring complex fraud matters are handled professionally and sensitively.
• Acting as a subject matter expert for the team, providing support, coaching and knowledge sharing to help develop colleague capability.
• Supporting the implementation of change initiatives, process improvements and best practices to enhance operational effectiveness and customer experience.
• Building strong relationships with internal and external stakeholders to deliver positive customer outcomes and minimise fraud losses.

WORKING PATTERN & LOCATION

This role is focused on supporting customers when they need us most. You'll work 35 hours per week on a rotating shift pattern between 8am and 8pm, Monday to Sunday.

You'll be based within reasonable travelling distance of one of our key sites in Sunderland, Birmingham, Chelmsford, Swansea or Edinburgh and be able to travel to our Sunderland Hub for monthly touchdown days.

We operate a hybrid working model, giving you the flexibility to balance time between working from home and from one of our key sites, whilst meeting the needs of our customers, colleagues and the business.

WHAT YOU’LL BRING

Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organisation. We’re enabling teams to go beyond by valuing who they are and empowering what they bring.

The following requirements represent the knowledge, skills and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Strong fraud investigation experience, ideally within transactional fraud claims, with the ability to assess complex cases and make sound decisions.
• Excellent communication and customer service skills, with the confidence to explain complex fraud matters clearly and empathetically.
• Strong analytical and problem-solving abilities, with a curious mindset and attention to detail.
• Proven ability to support, coach and collaborate with colleagues while contributing to team performance and shared objectives.
• A continuous improvement mindset, with a passion for enhancing customer outcomes, operational processes and fraud controls.

WE VALUE YOUR IMPACT

At Santander, your contribution matters. We recognise the difference you make every day, and we make sure you feel valued, supported and rewarded in return.

LOCAL COMPLIANCE

Inclusion matters at TSB. We want everyone to feel at home, whatever their background. Diverse teams help us deliver Money Confidence, for everyone, every day. Not sure you meet every requirement? If you tick some boxes and bring curiosity and openness, we'd love to hear from you. We're committed to creating a recruitment experience that's accessible, fair and welcoming for all candidates.

If this sounds like the role for you, we’d love to hear from you. Contact Jack Dorian if you’ve got any specific questions.

The Santander Way

Santander is evolving from a global, high-impact brand into a technology-driven organization, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible.

This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference.

Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

Ready to make it happen?

It starts with you. It starts here.