Fraud Specialist

TP Group; Glasgow; Hybrid; GBP 26,000 - 29,000; Full time

Benefits offered by this job

Holiday entitlement 28 days incl. bank

Pension scheme

Cycle to work

Discounts and Wellbeing resources

Eyecare support voucher

Refer-A-Friend bonus

Wellbeing Webinars

Job summary

Teleperformance in Glasgow is recruiting for a Fraud Specialist on the Lloyds Banking Group campaign. This on-site role handles inbound customer queries, mainly fraud-related, with a strong emphasis on security and accurate information. The position starts in November 2026 and requires a year of customer service experience.

Initially on-site in Glasgow for training, you will work 40 hours per week with some flexibility after probation to work from home or on-site depending on performance.

Qualifications

• Minimum 1 year of customer services experience.
• Excellent verbal communication skills in English.
• Experience in banking/financial services is highly desirable.
• Call centre/customer service experience is essential.

Responsibilities

• Handle inbound calls with a helpful, professional manner.
• Raise scam and fraud cases across Lloyds Banking Group portfolio.
• Assist customers with transfers, direct debits and digital banking support.
• Explain banking processes clearly and assist with complex queries.
• Ensure compliance with regulatory requirements and record complaints.
• Record complaints and resolve at first touch where possible.

Skills

Inbound customer service

Fraud awareness

English fluency

Effective communication

Active listening

Call centre experience

Vulnerable customers

Job description

Overview

Fraud Specialist (Lloyds Banking Group)

OFFICE BASED IN GLASGOW

Teleperformance is a fast-paced contact centre employer who works alongside a number of house-hold known clients to deliver world class customer service.

We have a fantastic opportunity for inbound customer service specialist for our Fraud Team on the Lloyds Banking Division campaign.

Here is all you need to know…

• Start Date: November 2026
• Salary: Salary dependent on experience and up to £28,500 with OTE of £29,500
• Job Type: Full Time - Permanent
• Working Hours: 40 hours per week (including training)

• Operational hours after training - We require full flexibility between 07.00- 23.00 Monday - Sunday

• Training: 2 weeks based in Glasgow, City Park.

• Training hours 09:00am - 18:00pm Monday - Friday

• Joining the team: First 3-months working on-site in Glasgow , then opportunity to choose on-site or at-home working whichever suits you best dependent on performance. Please note that this is following successful completion of all probation requirements.

You must be able to demonstrate minimum 1 year customer services experience.

Who we are looking for…

• A professional, polite and courteous telephone manner
• Ability to deliver excellent service with outgoing nature
• Excellent verbal communication skills, with fluency in English essential
• A good listener who can convey empathy, patience and understanding
• Confident and proactive to deal with difficult situations and conversations
• Confident in having customer conversations
• High levels of accuracy and attention to detail
• Confident in working independently
• Confident in making complex decisions
• Self-motivated and able to affectively problem solve
• Interpersonal skills
• Be driven to work towards achievable targets
• Excellent numeracy skills
• Experience in working with vulnerable customers
• Ability to educate our customers on how to protect themselves against Fraud
• Previous banking/ financial services experience is highly desired
• Previous call centre/ customer service experience is essential

What will my role involve…?

• Answer inbound calls with enthusiasm and a desire to help out customers at the first point of contact
• Raising scam and fraud cases for online and telephony banking across the Lloyds Banking Group portfolio
• Objection handling whilst ensuring the customer that we are here to help them and keep their account secure
• Investigation of pending payments with the aim to approve where there are no concerns of fraudulent activity, or scams
• Supporting and providing a positive experience for all our customers by helping them with all aspects of our personal banking, for example: bank transfers, direct debits, and digital banking support
• Helping customers that may be going through financial difficulty and debit card support
• Promoting channels such as Internet Banking and ensuring that all customers are aware and have access to the Bank’s complete range of services
• Problem solving - taking ownership of each and every query and ensuring these are resolved, making a real positive difference for our customers
• Ensure that all customers are supported in accordance with all regulatory requirements which aim to protect our customers
• Ensure all customer complaints are recorded in line with policy and where possible resolved at first touch, delivering an efficient outcome for the customer
• Work with vulnerable customers, and helping to resolve complex cases
• Confident in following banking processes and being able to clearly explain these to our customer

Values we look for you to have...

• Process Excellence- Doing things well means something to you and you will always strive to improve on your work.
• Collaboration - You enjoy working with others and you like working as a team player.
• Communication- You can speak and write clearly and in a confident manner.
• Emotional Intelligence-You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
• Open-Mindedness- You are able to be open to different ways of thinking and new ideas.
• Critical Thinking- You are able to think logically when making decisions.
• Solution Orientation- Having a forward thinking mindset focused on resolving challenges.
• Entrepreneurship- Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset.

Here are our key benefits…

• Perks at Work - Savings Discounts / Free Online Classes
• Help@Hand - Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, Legal Advice
• Critical Illness - up to £10,000
• Cycle to Work Scheme
• Eyecare support voucher
• Holiday Purchase Scheme
• Length of Service Awards
• Workplace Pension
• Monthly Inspire Awards - For the best of the best
• Refer-A-Friend earns up to £1,200 for you
• Monthly Wellbeing Webinars
• Dedicated Employee Experience Progress - Here to support TP journey
• 28 day annual leave (inclusive of bank holidays), increasing with length of service
• Discounted Bus Travel in Glasgow (First Bus)