Fraud Specialist Customer Care Agent

Barclays; Hardingstone; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading financial services provider is seeking a Fraud Specialist Customer Care Agent for a temporary to permanent opportunity. The role involves supporting customers who have been victims of scams and investigating fraudulent activities. Candidates should have experience in Fraud or customer service. The role is hybrid based in Northampton, requiring attendance at the office two days a week. Training and a strong empathic communication ability are essential.

Benefits

Pension plan

Holiday pay

24/7 access to Employee Assistance Programme

Discounts at various shops and restaurants

Qualifications

• Ability to deliver excellent customer experience through telephony and written communication.
• Confidence in handling challenging and complex situations within Fraud.
• Responsible for investigating and resolving client queries effectively.

Responsibilities

• Deliver excellent customer experience through communication.
• Investigate and resolve complex customer issues.
• Ensure adherence to policies to protect customers.

Skills

Experience within Fraud, Financial Services, or a similar background

Experience in taking complex calls

Experience with speaking with vulnerable customers

A strong and empathic communicator

Organised and able to manage your diary/workload

Able to use Microsoft Office tools to a high standard

Excellent Written and Verbal skills

Tools

Microsoft Office

Job description

Fraud Specialist Customer Care Agent

• Location: Northampton, NN4 7SG

• Duration: 6 months temporary assignment initially with opportunity for a permanent role (Temporary to Permanent Opportunity)

• Hours/week: 7 hours per day, 35 hours per week

• PAYE Only

Are you looking for an exciting new career opportunity in Financial Services? Barclays are looking for candidates with a background in Specialist Customer Service to join the Fraud department on a temporary basis and should you demonstrate the required skills this may open the doors to a permanent career in the team.

The role will consist of a mixture of telephony and administrative tasks where you will be part of teams specialising in supporting customers who have been victims of scams, supporting Barclaycard customers by monitoring transactions, identifying and investigating fraudulent activity on customers accounts for transactions they do not recognise, and investigating customers who are in receipt of/suspected of imminently receiving the proceeds of crime, conducting reviews to ascertain complicity, so a background within a customer service based role supporting vulnerable customers and ideally from a Fraud or Financial background will be beneficial to support you getting off to a great start.

You will begin the temporary assignment with a 4-6 week training programme where you will learn about Barclays and the specifics of the role you will partake in within the Fraud department before then being accredited and becoming a key member of the team. This role is a hybrid role based in the Northampton office, you will be asked to attend the office 2 days per week and must be flexible as the days do vary depending on which teams you are put into. Upon progression, capability, and performance, there will be a possibility your office days will drop to 1 day per week.

During the 4-6 training, you will work Monday-Friday 9am-5pm and upon being accredited will then move onto a rotational shift pattern from Monday-Sunday, between the hours of 7am-11pm where you will work 7 hours per day, 35 hours per week. Bank Holidays will be part of your rotational shift pattern.

Key Responsibilities

• Consistently deliver excellent customer experience through telephony and written communication

• Demonstrate confidence when handling challenging and complex situations within Fraud including taking responsibility to investigate and resolve effectively
• Responsible in ensuring policies and processes are adhered to in order to protect customers
• Works with a range of internal stakeholders, support functions and third parties to resolve client queries
• Responsible for gathering information and facts in order to investigation and make decision with an analytical approach
• Champions continuous improvements, brings forward suggestions, shares best practice and participates fully in team meetings
• Identify and report recurring customer issues to management for process improvement.
• Stay updated on industry trends and company updates to better assist customers.

Skills

• Experience within Fraud, Financial Services, or a similar background
• Experience in taking complex calls
• Experience with speaking with vulnerable customers
• A strong and empathic communicator able to offer customers a seamless service
• Organised and able manage your diary/workload
• Able to use Microsoft Office tools to a high standard
• A real team player
• Excellent Written and Verbal skills

About Barclays

Barclays is a British universal bank. It is diversified by business, by different types of customers and clients, and by geography. Barclays businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by its service company which provides technology, operations and functional services across the Group.

Values

Everything Barclays does is shaped by its five values of Respect, Integrity, Service, Excellence and Stewardship. The Barclays values inform the foundations of its relationships with customers and clients, and they also shape how Barclays measures and rewards the performance of colleagues. Simply put, success is not just about what you achieve, but about how you achieve it.

Diversity

Barclays aims to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to Barclays vision and goals.

Onsite

Colleagues who perform ‘onsite’ roles will spend four or five days a week working onsite, depending on the requirements of their role and business area. Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.

Your Benefits

As a contract employee of Randstad Sourceright, you’ll receive a wide range of financial and personal benefits. There’s enrolment in a pension plan (after 12 weeks on assignment) and holiday pay (after eight weeks on assignment). You can discuss any special holiday requests, for weddings, graduations or other significant occasions during this initial period with your team leader. You’ll also get 24/7 access to an Employee Assistance Programme, designed to help you deal with any problems that could be affecting your home or work life. Plus, there’s discounts at heaps of high street shops, restaurants and entertainment - from Asda to Zizzi Italian restaurants.