Senior Economic Crime Investigator

Join Nationwide as a Senior Economic Crime Investigator and become part of a highly respected Economic Crime team dedicated to protecting our members and the Society from financial crime. Working at the forefront of fraud prevention, you’ll investigate complex fraud complaints while responding to the ever-evolving tactics used by criminals. This is a rewarding opportunity to make a genuine difference to our members’ lives, delivering fair outcomes and exceptional customer experiences while supporting Nationwide’s purpose of putting members first.

In this role, you’ll use your fraud expertise to manage a wide range of complex and high-profile complaints across all fraud typologies, including sensitive cases that may attract media or executive attention. Confident in your decision-making and communication, you’ll engage effectively with members, conduct thorough investigations, complete DSAR checks and ensure complaints are resolved fairly and professionally. Working closely with colleagues and stakeholders across the business, you’ll also identify opportunities to strengthen fraud prevention, enhance complaint-handling processes and support continuous improvement.

You’ll gain valuable exposure to multiple areas of the business, collaborating with a broad network of teams, leaders and specialists while building an in-depth understanding of economic crime and fraud operations. With ongoing training, development and clear opportunities for progression, this is an ideal role for an experienced fraud professional who can hit the ground running and is passionate about protecting members and doing the right thing, every time.

We are happy to consider flexible working approaches to help you perform at your best.

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 office or hub. There will be a need to regularly connect with colleagues for collaboration and in some locations you’ll be expected to spend at least two days a week, or if part time you'll spend 40% of your working time, in the office. If your application is successful, your hiring manager will provide further details on how this works.

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.

If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• 25 days holiday, pro rata

• Private medical insurance

• A highly competitive pension to help you build a strong foundation for retirement

• Access to an annual performance-related bonus

• Training and development to help you progress your career

• A great selection of additional benefits through our salary sacrifice scheme

• Life assurance to provide peace of mind for you and your loved ones in the event of your death

• Wellhub – access to a range of free and paid options for health and wellness

• Up to 2 days of paid volunteering a year

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.

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

The hiring manager for this role is Matthew Whelan, and the main recruitment contact is Lorraine Ifil.

What you’ll be doing

This is an opportunity to play a key role in delivering fair and timely outcomes for members, managing complaints through to resolution within agreed service levels and escalating cases where required. Using your expertise in fraud prevention and investigation, you’ll assess complex and often sensitive cases, including those involving vulnerable members and scam victims, ensuring every decision is balanced, thorough and member focused.

Working in a fast-paced environment, you’ll collaborate with a wide range of stakeholders to protect both customers and the organisation from economic crime. You’ll also support the wider team by sharing your knowledge, coaching colleagues and providing constructive feedback that builds capability and confidence. If you're motivated by making a meaningful impact, enjoy solving complex problems and thrive in a collaborative culture, this role offers the chance to develop your expertise while helping deliver excellent outcomes for members.

About you

We're looking for someone with proven fraud expertise, strong investigative skills and a passion for delivering fair outcomes for members. To be successful in this role, you'll be able to demonstrate:

• Significant fraud experience across multiple fraud typologies, with the ability to investigate and assess complex cases confidently

• Strong complaint-handling and case management skills, including analysing evidence, making balanced decisions and determining appropriate outcomes

• Excellent quality assurance and attention to detail, with a track record of producing accurate, high-quality investigations and documentation

• Confidence in handling challenging conversations with members, demonstrating resilience, negotiation skills, sound judgement and the ability to communicate complex decisions clearly

• Proven root-cause analysis and problem-solving abilities, with experience identifying trends, recommending improvements and strengthening processes and controls

• Strong written communication skills, with experience preparing professional correspondence for senior leaders, the Financial Ombudsman Service (FOS) and other key stakeholders

• Experience coaching, mentoring and developing colleagues, including delivering constructive feedback, knowledge-sharing sessions and training to build capability across teams

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind

• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand

• Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development

• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.