Fraud Analyst, Customer Contact Centre

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 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.