Customer Service Advisor - Fraud

Firstsource; Tees Valley; Hybrid; GBP 15,000 - 21,000; Full time

Benefits offered by this job

Company pension scheme

Enhanced maternity and paternity pay

Life insurance

Casual dress environment

Employee mentoring and development

Company events

Free onsite parking

Hybrid/work-from-home opportunities

Job summary

Firstsource Solutions Limited is hiring for a fraud-focused contact centre role in Middlesbrough. You’ll support customers with potential fraud concerns, investigate suspicious activity, and guide customers with empathy while complying with regulations.

Initially onsite, with eligibility for Work From Home after a 3–4 month qualifying period. The role offers 37.5 hours per week at £12.85 per hour, with a supportive team and progression opportunities.

Qualifications

• Recent experience in Financial Services or a contact centre environment.
• Strong and stable employment history.
• Good credit history due to background checks.

Responsibilities

• Support customers over the phone with potential fraud concerns.
• Investigate suspicious transactions and identify fraud risks.
• Ask effective questions to understand each customer’s situation.
• Provide reassurance and guidance to vulnerable customers.
• Use multiple systems to review information and make informed decisions.
• Work collaboratively with colleagues to stay ahead of fraud trends.
• Deliver excellent customer experiences while ensuring regulatory compliance.

Skills

Excellent communication

Active listening

Problem solving

Empathy

Team player

Tech-savvy

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.

Pay: £12.85 per hour - 37.5 hours per week

Job Location: Middlesbrough

(Initially onsite; eligible for Work From Home (WFH) after the 3–4 month qualifying period)

Shift Pattern between Monday to Sunday 7am to 11pm

Join a Team That Protects Customers Every Day

Are you passionate about helping people and solving problems? Looking for a rewarding career with real purpose and progression opportunities?

We’re looking for motivated and customer-focused individuals to join our friendly and supportive Contact Centre team, working on behalf of one of the UK’s most recognised banking groups.

In this role, you’ll support customers who may be experiencing fraudulent activity on their accounts, helping to protect them from financial harm while delivering outstanding customer service.

What You’ll Be Doing

• Supporting customers over the phone with potential fraud concerns
• Investigating suspicious transactions and identifying fraud risks
• Asking effective questions to understand each customer’s situation
• Providing reassurance and guidance to vulnerable customers
• Using multiple systems to review information and make informed decisions
• Working collaboratively with colleagues to stay ahead of emerging scams and fraud trends
• Delivering excellent customer experiences while maintaining regulatory compliance

What We’re Looking For

To be successful in this role, you must have:

• Recent experience within either 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

We’re also interested in people who are:

• Excellent communicators with strong listening skills
• Confident using technology and navigating multiple systems
• Naturally curious with strong problem-solving abilities
• Empathetic, patient and customer-focused
• Reliable, adaptable and motivated to learn
• Team players who enjoy supporting others

Why Join Us?

We believe in recognising and supporting our people.

Benefits include:

• Company pension scheme
• Enhanced maternity and paternity pay
• Life insurance
• Casual dress environment
• Employee mentoring and development opportunities
• Company events
• Free Onsite Parking
• Hybrid/Work from home opportunities following successful completion of training and assessment

Build a Career With Purpose

This is more than just a contact centre role — it’s an opportunity to make a genuine difference to customers during difficult situations while developing valuable skills in fraud prevention, customer service and financial services.