Fraud Customer Service Advisor

Barclays UK; Northampton; On-site; GBP 25,000 - 35,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen engagierten Fraud Customer Service Advisor, um das Team in Northampton zu unterstützen. In dieser Rolle sind Sie die erste Anlaufstelle für Kunden und helfen, sie vor Betrug zu schützen, während Sie hervorragenden Kundenservice bieten. Sie werden Teil eines unterstützenden Teams, das Ihnen umfassende Schulungen bietet, um sicherzustellen, dass Sie erfolgreich sind. Diese Position erfordert Empathie, Kommunikationsstärke und Problemlösungsfähigkeiten, um komplexe Kundenbedürfnisse zu erfüllen. Wenn Sie leidenschaftlich daran interessiert sind, Kunden zu helfen und einen Unterschied zu machen, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• Erfahrung im Kundenservice, insbesondere im Umgang mit komplexen Anfragen.
• Fähigkeit, empathisch und effektiv zu kommunizieren.

Responsibilities

• Bereitstellung von Kundenservice über verschiedene Kommunikationskanäle.
• Lösung komplexer Kundenanfragen mit individuellen Lösungen.

Skills

Kundenservice

Empathie

Kommunikation

Problemlösung

Education

Abschluss in einem relevanten Bereich

Job description

Join our Northampton team as a Fraud Customer Service Advisor, where you’ll be the first point of contact for our customers, providing assistance and guidance with empathy and understanding during challenging situations. With a passion for delivering excellent customer service, you'll help protect our customers from fraudulent activities, ensuring they feel valued and secure. You'll be placed within a supportive team with excellent mentors who will provide full training and guide you to ensure you have everything you need to succeed in this crucial role at Barclays.

For this role, you would be expected to work 35 hours per week, with shift patterns between Monday and Sunday, 7am-11pm. Successful candidates will undergo a training period which can last up to 8 weeks. We ask that you have no holidays during this period to ensure a smooth onboarding and training experience.

We will consider applications from those able to work from either our Northampton or Liverpool office.

Purpose of the role

To provide exceptional customer service while resolving more complex customer needs/requests.

Accountabilities

1. Provide customer service through various communication channels including chat, email, and phone.
2. Resolve complex customer needs with personalized solutions.
3. Collaborate with teams across the bank to align customer care processes.
4. Identify areas for improvement and provide feedback and coaching to colleagues.
5. Develop and implement customer care procedures to mitigate risks.
6. Resolve inquiries related to bank products and services.
7. Prepare reports on customer care performance for senior stakeholders.
8. Identify industry trends and implement best practices.

Analyst Expectations

1. Impact related teams' work within the area.
2. Partner with other functions and areas.
3. Take responsibility for operational processing outcomes.
4. Escalate policy breaches appropriately.
5. Embed new policies and procedures.
6. Advise and influence decision-making.
7. Manage risks and controls, ensuring compliance with rules and regulations.
8. Build understanding of how the sub-function contributes to organizational objectives.
9. Make evaluative judgments based on factual analysis.
10. Resolve problems using technical experience and precedents.
11. Guide and persuade team members, communicate complex information.
12. Act as a contact point for external stakeholders, building networks.

All colleagues are expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship, and embody the Barclays Mindset of Empower, Challenge, and Drive.