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Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire Fraud SME - 12 month secondment About this roleOur agents are the front line of our business and they're the first people on hand when our customers need help. So we're looking for someone to join us as a Fraud Subject matter Expert (SME) to help support our teams in Disputes, Account Takeover (ATO), Application Fraud and Credit Abuse (CAT), to deliver great customer experiences. We value great people, so you'll spend the majority of your time focused on reviewing cases and identifying improvements, to help develop our teams and aid them in performing against department metrics. If you have a passion to improve customer experience by supporting our agents in making the right decision first time, as well as taking a step back and considering if we can do things even better, our Fraud SME role could be the opportunity you've been looking for. What you'll do Always be on hand to help our Fraud agents with their queries, signposting where possible and assisting where appropriateReview referrals from the Complaints team, utilising your SME knowledge to understand what the complaint is about, and whether there have been any errors madeWork to reduce query volumes to create capacity in the SME team to pick up further agent insight informationReviewing and working upheld complaints to understand if individual feedback is needed and if there are any overarching drivers which suggest process, training or agent behaviour changes are needed to improve customer experienceSupport with departmental change, system testing and coordination of event remediationAnalyse department and agent insight data and proactively work to identify solutions and resolve gaps in department performanceReview Application Fraud change of decisions (overturns and inb