Customer Service Advisor - Fraud

Firstsource; Tees Valley; On-site; GBP 21,000 - 29,000; Full time

Benefits offered by this job

Company pension scheme

Life insurance

Casual dress environment

Free onsite parking

Hybrid/work from home after training

Job summary

Firstsource Solutions Limited is seeking motivated, customer-focused individuals for our Contact Centre in Middlesbrough. You will support customers experiencing potential fraud, providing reassurance while delivering excellent service.

Role is initially onsite with eligibility for Work From Home after the 3–4 month training period. Shift pattern includes 7am–11pm on Monday to Sunday, with progression opportunities within a reputable UK banking-support team.

Qualifications

• Recent experience in Financial Services or a Contact Centre environment.
• Good credit history for financial background checks.
• Strong listening and communication skills.
• Empathetic and customer-focused approach.

Responsibilities

• Handle customer calls about potential fraud and security.
• Investigate suspicious transactions and identify fraud risks.
• Ask effective questions to understand the customer’s situation.

Skills

Customer service

Fraud awareness

Communication

Problem solving

Empathy

Team player

Adaptable

Tech-savvy

Learning

Tools

CRM software

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

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.