call centre customer service – Fraud Agent – temp ongoing

This is a temporary role initially for 12 months

Job description

We are currently looking for people either with an excellent customer service background with knowledge of digital banking, or with a passion to build a career in customer service.

Monday to Friday 35 hours per week

Weekly shift rotations: 8am – 4pm, 9am to 5pm, 10am to 6pm, 11.00 to 7pm and 12pm to 8pm ( 1 hour lunch), 2 x ten minute comfort breaks.

Job Summary and Responsibilities

• • Review established detection system-generated alerts to identify fraudulent activity related to transactions, compromised accounts, and account openings
  • Investigate risks identified, make sound subjective decisions to escalate risky accounts, place and remove restrictions on accounts, secure compromised accounts
  • Determine action required based on established procedures to protect the Bank’s assets; work with supervisor on handling more complex cases
  • Place appropriate holds on accounts deemed to have fraudulent activity. Track and document 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 other personnel to resolve system problems or request additional information and / or documentation to support a decision on whether fraudulent activity has occurred
  • Meets established goals for all metrics, including call and case quality, productivity and customer acquisition by focusing on maximising service to customers
  • Assist in identifying and developing process enhancements to maximize efficiency of fraud detection activities as required
  • Identify risk and prevent loss from fraud reports, referrals from fraud email box, and return items (multiple sources/platforms)
  • Remains current on latest trends in the industry, national and world fraud trends and prevention, and recommends tools, services and practices for improvement
  • Completes ongoing compliance and remedial training as scheduled
  • Works closely with Financial Crime to escalate cases where appropriate

Skills

• Good interpersonal skills
• Good problem skills
• Must be self directed, detail oriented with a positive attitude
• Able to work well independently or as a team in a fast paced environment
• Is adaptable
• Excellent written and verbal communication skills
• Good analytical and problem solving skills

Desirable Qualifications

• Experience in a retail banking environment/insurance environment
• Experience administrating and servicing investment and /or SIPP products

Job Type: Full-time

Pay: £13.00 per hour

Schedule:

• Monday to Friday

Job Types: Full-time, Temporary

Contract length: 12 months

Pay: £13.00 per hour

Expected hours: 35 per week

Schedule:

• Monday to Friday

Education:

• A-Level or equivalent (preferred)

Experience:

• customer service: 1 year (preferred)

Work Location: In person