Fraud Customer Service Advisor

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

Job summary

A forward-thinking company is seeking a Fraud Customer Service Advisor to join its Northampton team. In this pivotal role, you'll be the first point of contact for customers, providing empathetic assistance during challenging situations. Your passion for delivering excellent service will help protect customers from fraud while ensuring they feel valued and secure. With comprehensive training and support from experienced mentors, you'll develop the skills necessary to excel in this essential position. If you're dedicated to making a positive impact and enjoy working in a collaborative environment, this opportunity is perfect for you.

Qualifications

• Exceptional customer service skills with a focus on resolving complex needs.
• Ability to communicate effectively across various channels.

Responsibilities

• Provide customer service through chat, email, and phone.
• Resolve complex customer needs with personalized solutions.

Skills

Customer Service

Communication

Problem Solving

Empathy

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 are expected to work 35 hours per week, with shift patterns between Monday and Sunday, 7am-11pm. Successful candidates will undergo a training period lasting 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 and requests with personalized solutions.
3. Collaborate with teams across the bank to align customer care processes.
4. Identify areas for improvement and provide recommendations, feedback, and coaching to colleagues.
5. Develop and implement customer care procedures and controls to mitigate risks and maintain efficiency.
6. Resolve inquiries related to bank products and services, including account balances, transactions, and payments.
7. Create reports and presentations on customer care performance for internal stakeholders.
8. Identify industry trends and implement best practices to improve customer care.

Analyst Expectations

1. Impact related teams within the area.
2. Partner with other functions and business areas.
3. Take responsibility for team operational processing and activities.
4. Escalate policy or procedure breaches appropriately.
5. Embed new policies and procedures for risk mitigation.
6. Advise and influence decision-making within your expertise.
7. Manage risk and strengthen controls related to your work.
8. Understand how your sub-function integrates within the organization.
9. Make evaluative judgments based on factual information.
10. Resolve problems using technical experience and precedents.
11. Guide and persuade team members and communicate complex information.
12. Act as a contact point for external stakeholders and build a network outside the immediate team.

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