Customer Service Advisor

BNP Paribas Personal Finance Group; Metropolitan Borough of Solihull; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

Contributory pension

Health cash plan

Private medical insurance

Flexible benefits

Job summary

BNP Paribas Personal Finance Group in Solihull is seeking a Fraud Customer Service Advisor to join the Fraud department. You will provide credit decisions on genuine applications and support first line of defence against suspected fraud, ensuring compliance and accurate system updates.

The role emphasises empathetic, customer-focused communication, collaboration with the team, and staying up-to-date with industry trends.

Qualifications

• Experience in fraud detection or credit decision processes preferred.
• Ability to work in a flexible hybrid environment.
• Strong attention to detail and sound judgement.

Responsibilities

• Detect and manage POS fraud by reviewing systems and making accurate decisions.
• Support fraud investigations by assisting team members and escalating trends.
• Deliver empathetic, customer-focused outcomes with clear, professional communications.
• Maintain regulatory compliance and accurate handling of customer accounts and digital systems.

Skills

High attention to detail

Decision-making

Collections

Customer service

Job description

Location: Solihull; a flexible hybrid working model which supports you as well as enabling you to work collaboratively with your colleagues

Contract: Full-time, Permanent

About Us

At BNP Paribas Personal Finance, we’re part of a global banking group with a simple mission: to provide straightforward consumer finance solutions that help customers make responsible financial decisions. We partner with leading UK retailers and brands to support their customers finance purchases responsibly.

The Role

As part of the Customer Service team you will be working within the Fraud department, bringing fraud detection expertise to our Fraud function and supports the first line of defence against suspected fraud. You will provide credit decisions on genuine applications following business guidelines on cases of non-confirmed fraud and ensure all systems are updated accurately to meet industry standards and compliance requirements.

Key Responsibilities

• Detect and manage POS fraud by reviewing fraud detection systems, investigating suspicious activity, and ensuring accurate decisions with positive customer outcome
• Support fraud investigations by assisting team members, managing associated fraud links, and escalating trends to reduce business risk
• Deliver empathetic, customer-focused outcomes, ensuring all verbal and written communications are clear, professional, and accurately recorded
• Maintain compliance with regulatory requirements and internal policies while managing customer accounts and using digital systems with accuracy
• Engage proactively in team collaboration, training, and continuous improvement initiatives, staying updated on industry fraud trends and internal tools

Skills & Attributes

• High attention to detail
• Sound judgement and decision-making
• Collections, recoveries or customer service experience

Could this be you?

Making a positive impact is at the heart of everything we do. We’re looking for people who live by our values, who are positive, brave, and own it. Don’t let confidence hold you back. You don’t need to meet every requirement - if you have around 75% of the skills and the right attitude, we’d love to hear from you.

What’s in it for you

As a Top Employer UK, we offer a supportive, inclusive environment and a flexible benefits package that you can tailor to your lifestyle. Highlights include:

• Competitive salary and comprehensive package, contributory pension, and health cash plan
• Opportunity to buy/sell holiday giving you even more control over your work-life balance
• Flexible benefits including private medical insurance and lifestyle discounts
• A culture that values collaboration, development, and wellbeing

Learn more about careers with us: https://www.bnpparibas-pf.co.uk/careers

Your Application Journey

• Call with our Talent Acquisition team
• One hour competency-based interview with the Hiring Manager, including a short exercise

We aim to complete the process within 3-4 weeks, depending on availability. If you’re not shortlisted, we’ll still let you know the outcome.

We’re committed to creating an inclusive workplace and ensuring equal opportunities for all, regardless of age, disability, gender, identity, race, religion, sexual orientation, or background.

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