Fraud Response Advisor - Customer Care (Hybrid)

Firstsource; Tees Valley; Hybrid; GBP 15,000 - 21,000; Full time

Benefits offered by this job

Company pension scheme

Enhanced maternity and paternity pay

Life insurance

Casual dress environment

Employee mentoring and development

Company events

Free onsite parking

Hybrid/work-from-home opportunities

Job summary

Firstsource Solutions Limited is hiring for a fraud-focused contact centre role in Middlesbrough. You’ll support customers with potential fraud concerns, investigate suspicious activity, and guide customers with empathy while complying with regulations.

Initially onsite, with eligibility for Work From Home after a 3–4 month qualifying period. The role offers 37.5 hours per week at £12.85 per hour, with a supportive team and progression opportunities.

Qualifications

• Recent experience in Financial Services or a contact centre environment.
• Strong and stable employment history.
• Good credit history due to background checks.

Responsibilities

• Support customers over the phone with potential fraud concerns.
• Investigate suspicious transactions and identify fraud risks.
• Ask effective questions to understand each customer’s situation.
• Provide reassurance and guidance to vulnerable customers.
• Use multiple systems to review information and make informed decisions.
• Work collaboratively with colleagues to stay ahead of fraud trends.
• Deliver excellent customer experiences while ensuring regulatory compliance.

Skills

Excellent communication

Active listening

Problem solving

Empathy

Team player

Tech-savvy

Job description

Firstsource Solutions Limited is hiring for a fraud-focused contact centre role in Middlesbrough. You’ll support customers with potential fraud concerns, investigate suspicious activity, and guide customers with empathy while complying with regulations.

Initially onsite, with eligibility for Work From Home after a 3–4 month qualifying period. The role offers 37.5 hours per week at £12.85 per hour, with a supportive team and progression opportunities.