Fraud & Economic Crime Investigator - Customer Support

Teleperformance; Motherwell; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Online recruitment process

Refer & Earn Scheme

28 days’ holiday (incl. bank holidays)

Job summary

Teleperformance in Glasgow is seeking a Customer Expert to handle inbound calls for Nationwide and contribute to protecting customers from Economic Crime. This full-time role requires a minimum of 6 months contact centre/telephony experience and offers a structured training and assessment process.

The position is based at the Glasgow Cuprum Building, Argyle Street, not a work-from-home role, with shifts across 8:00 am–8:00 pm and a 40-hour week.

Qualifications

• A minimum of 6 months contact centre/telephony experience is required.
• Excellent communication and high accuracy are essential.
• Ability to work in a fast-paced, customer-facing environment.
• Strong analytical, investigation and numerical skills.
• Capable of independent work as well as part of a team.
• Proficient with various IT systems.
• Effective time management and prioritisation.

Responsibilities

• Undertake thorough investigations across Nationwide Group to protect against Economic Crime.
• Execute investigations on Nationwide’s customer base and third party admins to identify risks.
• Support customers and internal teams via inbound and outbound calls regarding prevention, detection and investigation.
• Investigate cases over the phone and document risk-based decisions.
• Articulate updates and outcomes to stakeholders and customers in writing and verbally.
• Work within Financial Approval Mandate timescales.
• Adhere to processes to protect customers and the Society from Economic Crime.
• Build relationships across the Society with other Protect teams.
• Take accountability for investigations and report risks where appropriate.
• Support training and coaching of colleagues with specialist knowledge.
• Manage team mailboxes and elevate cases per procedures.

Skills

Communication skills

Attention to detail

Fast-paced environment

Analytical skills

Independent worker

Time management

IT systems

Decision making

Job description

Teleperformance in Glasgow is seeking a Customer Expert to handle inbound calls for Nationwide and contribute to protecting customers from Economic Crime. This full-time role requires a minimum of 6 months contact centre/telephony experience and offers a structured training and assessment process.

The position is based at the Glasgow Cuprum Building, Argyle Street, not a work-from-home role, with shifts across 8:00 am–8:00 pm and a 40-hour week.