Fraud Customer Advisor

Description:

We are looking for ambitious and motivated Fraud Customer Advisors to join growing team that supports everyday banking customers. You will be supporting providing telephone support to support the identification and investigate fraudulent activity on current and savings accounts. 

This is a fully remote role, and you will be required to work 40 hours per week, working a condensed 4 day working week shift pattern of 4 days on and 4 days off. 

Shift Pattern example:
Week 1 – 08:00-19:00 – Monday-Thursday
Week 2 – 10:00-21:00 – Tuesday-Friday
Week 3 – 08:00-19:00 – Wednesday-Saturday
Week 4 – 10:00-21:00 – Thursday-Sunday
Week 5 – 08:00-19:00 – Friday-Monday 

Hands on training will be provided over teams for the first few weeks so you will be confident with systems and providing an exceptional service. 

The role is not sales or advisory related, but you will have realistic key performance indicators to meet on your work. You will benefit from remote working, pensions contributions and holiday pay on this fixed term contract.

What you’ll be doing as Fraud Customer Advisor:

Review fraudulent activity relating to transactions, compromised accounts, and account openings
Investigate risk identified, making sound subjective decisions to escalate risky accounts, place and remove restrictions on accounts, secure compromised accounts
Determine action required based on established procedures
Tracking and documenting action taken in a timely and correct manner to provide a record of activity and meet audit and compliance requirements
Build rapport in communication with customers, merchants, financial institutions, and
Building rapport with our customers to resolve service issues and questions
Taking ownership of customer enquiries and responding to escalated issues in accordance with agreed procedures
What we’re looking for in a Fraud Customer Advisor:

Previous experience in a fraud role or a call centre environment would be advantageous
Strong interpersonal skills are essential
Good problem-solving skills
Ability to be understanding and empathetic
Knowledge of financial products would be advantageous
Proactive and motivated to resolve issues first time and exceed service expectations
Are you enthusiastic about starting a career in finance? Are you passionate about providing an excellent experience? If you’ve answered yes to both then please apply! We look forward to meeting you! To apply for this role as Fraud Customer Advisor, please click apply online and upload an updated copy of your CV. 

We are committed to equality of opportunity for contractors all applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. 

Please note any job offer is subject to satisfactory pre-employment screening checks. These consist of 5-year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks. 

To help you stay safe in your job search we will never ask for your bank details at the application stage.

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