Fraud advisor at Santander

Start Date:
Liverpool North West
Programme Type:
Apprenticeship - Intermediate Level (Level 2)
£18,232 annually
Review Date:
May 2015

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1. Please give an overview of your role and what this involves on a day-to-day basis:


I work in the fraud contact centre, raising fraudulent payments, profiling account for large or unusual transactions. I deal with the highest level of security of all of the contact centres.

2. Have you learnt any new skills or developed existing skills?


I developed my customer service skills. I have gained a lot of knowledge in regards to speaking to customers and dealing with them when they are argumentative and angry.

3. To what extent do you enjoy your programme?


I would not say I enjoyed the programme, it all seemed a bit mundane and to be honest it was rather boring.

4. How valued do you feel by Santander?


I feel valued as I am currently looking to undergo further courses and am getting support from my peers

5. How well organised/structured is your programme?


The programme that I completed did not feel very structured. All of my workbook was lost by the first course manager, and all of the visits seemed structured to an extent but not in a way that I knew what I was going to be doing.

6a. How much support do you receive from your training provider?


I felt although I did not receive a lot of support, and felt like I just wanted to hurry up and get the sessions over with as I felt I was a hinderance.

6b. How much support do you receive from your employer?


I feel like I recieve more support from my employer but at the same time, there are instances where we are treated like a number.

7. How well does your salary/package meet your costs?


It does now meet it quite well, but only since I have moved to the Fraud contact centre

8. Are there many opportunities outside of work?


I do not feel as though there are any, no.

9. Would you recommend Santander to a friend?


9b. Why?

It takes a lot of time to move to any other departments and even though you are advised that there is a lot of chances to progress, I do not feel like this is the case.

10. What tips or advice would you give to others applying to Santander?

I would advise a friend to only consider it as a short term role and if they are wanting to progress they will have to work here for many years before any roles would be considered.

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