Customer Service Advisor – Banking

Firstsource; Cumbernauld; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Competitive salary

Company pension scheme

Enhanced maternity and paternity pay

Life insurance

Health & wellbeing support programme

Employee discounts

Casual dress environment

Ongoing mentoring and career发展

Job summary

Firstsource is seeking a Fraud Customer Service Advisor in Glasgow to protect customers from financial crime and support banking customers.

Join a team that provides training, progression, and a supportive environment. The role offers hybrid work after successful training and assessment and requires experience in financial services or contact centres with a good credit history.

Qualifications

• Recent experience in Financial Services or a Contact Centre.
• A good credit history, as this role is subject to financial background checks.
• Excellent communication, listening, and problem-solving abilities.

Responsibilities

• Support customers who may have experienced fraudulent activity on their accounts.
• Investigate suspicious transactions and identify potential fraud risks.
• Ask the right questions to understand each customer's circumstances.
• Provide reassurance and guidance during stressful situations.
• Use multiple systems to assess information and make informed decisions.
• Work closely with teammates to stay ahead of fraud trends and scams.
• Deliver outstanding customer service while meeting regulatory standards.

Skills

Communication

Active listening

Problem solving

Empathy

Teamwork

Adaptability

CRM systems

Tools

CRM systems

Job description

About Firstsource

Firstsource Solutions Limited is a leading global provider of business process management (BPM) services, helping organizations transform customer experiences through digital innovation, automation, analytics, and operational excellence. With a presence across multiple countries, Firstsource serves clients across healthcare, banking and financial services, communications, media, and technology.

Learn more about us at

Job description:

Fraud Customer Service Advisor

Location:

Onsite, West George Street, Glasgow

Shifts:

Monday to Sunday | Between 7:00am – 11:00pm (rotational)Hybrid/Work from home opportunities following successful completion of training and assessment

Protect Customers. Build Your Career. Make a Difference.

Looking for a career where every conversation matters?

Join our award-winning Contact Centre team supporting one of the UK's leading banking groups. As a Fraud Customer Service Advisor, you'll play a vital role in protecting customers from financial crime, helping people when they need it most while building a long-term career with excellent training, support and progression opportunities.

If you enjoy solving problems, helping others and working in a fast-paced environment, we'd love to hear from you.

What You'll Be Doing

Every day is different. You'll:

• Support customers who may have experienced fraudulent activity on their accounts.
• Investigate suspicious transactions and identify potential fraud risks.
• Ask the right questions to understand each customer's circumstances.
• Provide reassurance and guidance during what can often be a stressful situation.
• Use multiple systems to assess information and make informed decisions.
• Work closely with your team to stay ahead of emerging fraud trends and scams.
• Deliver outstanding customer service while meeting regulatory and compliance standards.

What We're Looking For

We're looking for people who genuinely enjoy helping others and thrive in a customer-focused environment.

Essential Requirements

Recent experience in Financial Services or a Contact Centre environment.

A strong and stable employment history.

A good credit history, as this role is subject to financial background checks and vetting.

You’ll Also Bring

• Excellent communication and listening skills.
• Confidence using multiple computer systems.
• Strong problem-solving and decision-making abilities.
• Empathy, patience and resilience.
• A positive attitude and willingness to learn.
• A collaborative approach and great teamwork skills.

Why Join Us?

We know our people are our greatest strength, so we invest in your success from day one.

Our Benefits Include

• Competitive salary
• Company pension scheme
• Enhanced maternity and paternity pay
• Life insurance
• Health & wellbeing support programme
• Employee discounts
• Casual dress environment
• Ongoing mentoring and career development
• Company events
• Bereavement leave
• Hybrid working opportunities following successful completion of training and assessment