Customer Service Advisor – Banking

Firstsource; Glasgow; Hybrid; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Company pension

Enhanced maternity and paternity pay

Life insurance

Casual dress environment

Mentoring and career development

Company events

Hybrid working opportunities

Job summary

Firstsource Solutions Limited in the United Kingdom is looking for a Fraud Customer Service Advisor to join onsite in Glasgow, with hybrid/work-from-home opportunities after successful training and assessment. You will play a vital role protecting customers from financial crime while delivering excellent service and building a long-term career in a supportive, award-winning contact centre.

This role involves investigating fraudulent activity, questioning customers to understand circumstances,

Qualifications

• Experience in Financial Services or a Contact Centre environment.
• Good employment history.
• A good credit history; background checks and vetting are required.

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 your team to stay ahead of fraud trends and scams.
• Deliver outstanding customer service while meeting regulatory and compliance standards.

Skills

Financial services experience

Contact centre experience

Communication

Active listening

Computer systems

Problem solving

Empathy

Teamwork

Positive attitude

Job description

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 https://www.firstsource.com

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.

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

• Company pension scheme
• Enhanced maternity and paternity pay
• Life insurance
• Casual dress environment
• Ongoing mentoring and career development
• Company events
• Hybrid working opportunities following successful completion of training and assessment