Join our team! Help shape the business and drive the culture of being Number One for Customer Service across all industries, be the Best Place to Work and be the Number One Bank in the United Kingdom.
As a Fraud Specialist within our dynamic and fast-paced team, you will be responsible for delivering top-tier, customer-focused service through phone and chat, assisting customers with their financial needs. Depending on the customer's preference, you will communicate through various channels, either verbally or in writing via call or chat. You will be expected to think creatively to resolve customer issues, provide insightful feedback, and contribute to a positive team environment. Your role will involve performing specific duties related to fraud, identifying and investigating fraud-related issues, and contributing to our fraud prevention and detection efforts. This role provides the opportunity to exercise critical thinking, independent judgement, and active engagement with each customer interaction, offering suitable solutions and managing expectations effectively. 

Job Responsibilities:

Perform fraud-specific duties that include, but not limited to:

Review and decide on onboarding customers as a result of an exception.Review and decide on transaction exceptions, reaching out to customers as necessary.Identify and resolve fraud-related issues reported by customers.Review security information and account activity with the callers, identify the type of fraud and setup accounts for investigation.Identify fraud trends, procedure and strategy opportunities that will improve fraud prevention, detection results and customer satisfaction. As needed, may be cross-trained for other fraud processes such as specialized queues and fraud prevention functions.Investigate cases for recovery opportunities.Minimize and prevent losses resulting from high risk and fraudulent monetary and non-monetary transactions.Ensure that regulatory, legal, bank and audit requirements are met.Provide best-in-class customer service, through phone and chat, handle “everyday banking” issues from the customers, resolve general account maintenance/management concerns, which includes disputes/claims, process and manage payments.Identify, capture, and resolve complaints from customers within the agreed service levels.

Required qualifications, capabilities, and skills:

2 years financial services under Fraud operations backgroundCompleted at least 2 years in college or 2-year vocational/certificate course or high school graduate Must be willing to work in rotating schedules and shiftsMust be willing to work in an environment that supports customers on both phone, chat, and back-officeExcellent verbal and written communication with both external and internal customersProficient with Windows Operating Systems and Microsoft Office Tools