We are looking for ambitious and motivated Fraud Customer Advisors to join our clients Fraud team that supports everyday banking customers. You will be providing telephone support to identify 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 – 8am – 7pm - Monday to Thursday
• Week 2 – 10am – 9pm – Tuesday to Friday
• Week 3 – 8am – 7pm – Wednesday to Saturday
• Week 4 – 10am – 9pm – Thursday to Sunday
• Week 5 – 8am - 7pm – Friday to 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 and financial institutions
• Building rapport to resolve service issues and answer 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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