Fraud Specialist

Tp-8f723eaf; Glasgow; On-site; GBP 25,650 - 31,350; Full time

Benefits offered by this job

On-site training in Glasgow

Hybrid/at-home option after probation

40 hours per week

Job summary

Teleperformance in the UK is hiring an inbound Customer Service Specialist for the Fraud Team on the Lloyds Banking Division campaign. Training is in Glasgow with on-site support, then potential on-site or at-home work after probation.

Role requires 2 years UK financial services experience, exceptional English communication, and a customer-focused attitude. Salary up to £28,500 with OTE £29,500, 40 hours weekly, and flexible hours after training.

Qualifications

• Minimum 2 years Financial Services experience in the UK at interview.
• Excellent verbal communication skills and fluent English.
• Experience in dealing with vulnerable customers and fraud awareness.
• Previous call centre or customer service experience is essential.

Responsibilities

• Answer inbound calls with enthusiasm to help customers at first contact.
• Raise scam and fraud cases for online and telephony banking.
• Handle objections while ensuring customer security and support.
• Investigate pending payments to approve where no fraud is involved.
• Assist customers with transfers, direct debits, and digital banking support.
• Support customers in financial difficulty and provide card support where needed.
• Promote Internet Banking and ensure access to banking services.
• Take ownership of queries and resolve them efficiently at first touch.

Skills

Customer service

English fluency

Empathy

Active listening

Problem solving

Time management

Decision making

Target driven

Vulnerable customer handling

Fraud awareness

Financial services experience

Call centre experience

Job description

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…

• 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 10.00 - 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.

Please note that successful applicants for this role will be invited to interview and you must be able to evidence minimum 2 years Financial Services experience in the UK at interview

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
• 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 their 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
• Ability to react fast when the day gets busy and handle a wide variety of different customers – excellent time management
• 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

What we look for you to have…

• Doing things well means something to you and you will always strive to improve on your work.
• You enjoy working with others and you like working as a team player.
• You can speak and write clearly and in a confident manner.
• You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
• You are able to be open to different ways of thinking and new ideas.
• You are able to think logically when making decisions.
• Having a forward thinking mindset focused on resolving challenges.
• 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
• ########### - 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
• Holiday Purchase Scheme
• Length of Service Awards
• 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)

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