Fraud Analyst, Contact Centre Team

PTSB; Dublin; On-site; EUR 29,000 - 35,000; Full time

Job summary

PTSB in Dublin is seeking a proactive Customer Service professional to join the Customer Contact Centre team. You will handle inbound calls related to customer accounts, verify activity, and participate in fraud processes with a focus on accuracy and empathy.

The role requires strong communication skills, comfort with KPI targets, and a commitment to ongoing personal development. This permanent position is based in Blackrock, Dublin.

Qualifications

• Good computer literacy with MS Word and Excel.
• Able to work in a KPI-driven environment.
• Excellent telephone manner and customer service focus.
• Professionalism and empathy.
• Willingness to develop personal skills.

Responsibilities

• Answer inbound calls from customers about activity on their account within SLA and professionally.
• Confirm activity as genuine, remove card holds, update system notes.
• Confirm activity as fraudulent, cancel and reissue card, follow fraud process and update notes.
• Use TSYS, Card-guard, Unibanks and Genesys in daily work.
• Take timely actions when events are identified and escalate as needed.
• Gather information on risks and trends and notify relevant teams.
• Support other D&D functions as required, work in a high performing team.

Skills

Customer service

Communication

Empathy

MS Office

KPI-driven environment

Personal development

Tools

TSYS

Card-guard

Unibanks

Genesys

Job description

PTSB is one of Ireland's leading retail and SME banks, with an innovative range of products and services powered through an evolving digital landscape, our focus is centred on ensuring we deliver what our customers, colleagues and communities need to be successful.

You will work collaboratively with your team and Team Lead to support the efficient delivery of business objectives and the day-to-day operations in a compliant manner. You will actively develop your skills through participation in performance management, personal development opportunities and coaching. PTSB are looking for ambitious and self-motivated individuals who are enthusiastic, goal orientated and have a passion for providing `best in class' customer service team that is shaped by and responds to the customer. The successful candidate will be operating in a fast-moving environment which requires high levels of energy and motivation in our Customer Contact Centre Team.

Responsibilities

• Answer inbound calls from customers in relation to activity on their account in a timely manner and within SLA's, with a high level of professionalism and empathy.
• Confirm activity as genuine, remove card holds, update system with notes
• Confirm activity as fraudulent, cancel card, reissue card, carry out appropriate scripting, update notes on system, send card to next step in fraud process.
• Use the relevant technology in the specific area e.g. TSYS, Card-guard, Unibanks & Genesys
• Take timely actions when events have been identified
• Gather key information in respect to risks & Trends.
• Notify / Carry out escalation process
• Support other functions within the D&D function as required.
• Work effectively as part of a high performing team delivering excellent customer service while using your own initiative.

Requirements

Essential

• Good computer literacy in use of MS office, including Word, Excel
• Must be comfortable working in KPI driven environment
• An excellent telephone manner and strong on customer service
• Professionalism and Empathy
• A willingness to develop personal skills

Desired

• Knowledge of PSD regulation and PTSB Banking / Telephony systems
• Exceptional listening skills and attention to detail
• Experience in problem solving and decision making, have good judgement and ability to use your initiative
• Knowledge of financial criminal activity would be an advantage.

This is a Permanent position based in Blackrock, Dublin, the Republic of Ireland.

Is this you?

The Bank understands the importance of a consistent and relentless focus on championing diversity and inclusion. We aim to attract, recruit, and retain individuals with diverse backgrounds, skills, competencies and abilities to work collaboratively to enhance the service we provide to all of our customers and the communities we serve.