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Tate; Glasgow; Hybrid; GBP 22,000 - 26,000; Full time

Job summary

Tate is recruiting for Fraud Advisor roles within a leading bank's Fraud and Scams team in Glasgow. The positions are 6-month contracts with paid training onsite for up to 6 weeks (Mon-Fri, 9am-5pm).

After training, roles move to hybrid work, with 3 days in the office each week. Responsibilities include handling up to 60 calls daily, supporting customers in vulnerable moments, and delivering compassionate, outcome-focused service while learning about the latest fraud trends.

Qualifications

• Experience in a contact centre.
• Financial Services experience highly desirable.
• Excellent listening and communication skills with empathy.
• Strong teamwork ethic and highly motivated.
• A real desire to go above-and-beyond for customers
• Flexible, can-do approach to work

Responsibilities

• Handle up to 60 calls per day.
• Support customers during vulnerable moments.
• Build natural rapport to make customers feel protected and valued.
• Show resilience to deliver great outcomes.
• Champion customer experience with a personal touch.
• Learn about the latest fraud and scams to aid continuous development.

Skills

Empathy

Communication

Call center

Teamwork

Job description

Tate are delighted to be working with a leading retail and commercial bank to recruit for a number of call centre positions within their Fraud and Scams team. These roles are essential in supporting customers affected by the rapidly rising threat of fraud, ensuring they receive the understanding, protection and guidance they need during challenging moments.

Our client is offering the opportunity to join their business on a 6 month contract. If you have experience working in a call centre position supporting customers with empathy, patience and understanding.

The Opportunity

You will be working in the Fraud and Scams area of the business as a Fraud Advisor, supporting customers daily when they most need it. You will be speaking with individuals who have unfortunately fallen victim to Fraud or a Scam. Full training is provided to ensure that you are able to navigate these issues and secure positive outcomes while providing support to vulnerable customers at all times.

The key details!

• 6 month contract
• Training includes being in the office every day for up to 6 weeks, the hours for training differ from the role and would be Monday to Friday, 9am - 5pm.
• Hybrid working once training is complete, 3 days a week in the office.
• Office based in Glasgow City Centre.
• Working 10:30am - 19:00pm Monday to Friday.
• 12

What you will be doing

• This is a call centre position, taking up to 60 calls per day.
• Supporting our clients' customers during vulnerable moments, when they most need it.
• Building natural rapport through great conversations with customers in a way that makes them feel protected and valued.
• Showing great personal resilience in the face of challenging customer situations to deliver great outcomes.
• Championing customer experience, delivering a personal touch tailored to the customer's needs. Showing empathy and understanding, focused on the right outcome.
• Developing and learning about the latest fraud and scams, sharing knowledge and experience to aid continuous development.

What we ask from you?

• Experience of working within a contact centre, additional experience of working within Financial Services is highly desirable.
• Comfortable with working in a call centre and taking 60+ calls per day.
• Exceptional listening and communication skills with the ability to show empathy in a customer situation.
• Strong teamwork ethic and highly motivated.
• A real desire to go above-and-beyond for customers
• Effective team working skills with a flexible, can-do approach to work
• Ability to grow, adapt and change accommodating business needs and priorities

Training

If successful you will undergo paid training for up to 6 weeks, at least 4 weeks of this will be onsite in the office every day Monday to Friday 9am to 5pm. After which the role will then be Hybrid with office attendance of 3 days per week.

Please note

This role is working for a Financial Services company and therefore will undergo extensive compliance checks including a DBS and Credit check, alongside 3 years of referencing.

This role will also be paid via an Umbrella company, and we suggest you understand what your pay will look like and consider this before applying.

Please note the start date for this role is Monday 12th October.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.