Fraud Customer Service Advisor

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

Job summary

Join a forward-thinking company as a Fraud Customer Service Advisor in Northampton, where your role will be pivotal in providing exceptional customer service and protecting clients from fraud. You will be the first point of contact, offering assistance with empathy and understanding. This position not only involves resolving complex customer needs but also collaborating with various teams to enhance customer care processes. With a supportive environment and comprehensive training, this role is ideal for those passionate about making a difference in customer experience. Embrace the opportunity to empower customers and contribute to a secure banking environment.

Qualifications

• Exceptional customer service skills to handle complex customer needs.
• Strong communication skills for effective collaboration.

Responsibilities

• Provide customer service via chat, email, and phone.
• Resolve complex customer inquiries related to bank products.

Skills

Customer Service

Communication Skills

Problem Solving

Empathy

Attention to Detail

Education

High School Diploma

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 35hrs per week, working shift patterns between Monday-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 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

• Provision of customer service through various communication channels including chat, email and phone.
• Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case.
• Collaboration with teams across the bank to align and integrate customer care processes.
• Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
• Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments.
• Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
• Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.
  
  

Analyst Expectations

• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.
  
  

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

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