Customer Expert - NBS Fraud

Teleperformance SE; United States; Remote; USD 31,000 - 38,000; Full time

Benefits offered by this job

Online recruitment

Refer & Earn

30 days' holiday

Career development

Mental health support

Pension scheme

Employee discounts

Job summary

Teleperformance SE in Glasgow is seeking a Customer Expert to handle inbound calls for Nationwide, focusing on economic crime prevention and customer support. You will conduct investigations, assess risks, and document outcomes, working within a 40-hour week shift pattern.

Requires at least 6 months contact centre experience, strong communication and analytical skills, and the ability to work across teams. This full-time permanent position starts in late October 2026 at the Cuprum Building

Qualifications

• Excellent communication skills and ability to interact with a diverse range of people.
• High level of accuracy with attention to detail.
• Experience in fast-paced, customer-facing environments.
• Strong analytical, investigation and numerical skills.
• Ability to work independently and as part of a team.
• Time management and prioritisation capabilities.
• Competence with IT systems.

Responsibilities

• Undertake thorough investigations across Nationwide Group to protect the Society against Economic Crime.
• Execute investigations on Nationwide's customer base and third party administrators to identify risks.
• Support customers and internal departments via inbound/outbound calls regarding prevention, detection and investigation of Economic Crime.
• Investigate Economic Crime cases over the phone with risk-based documentation to support decisions.
• Make independent risk-based decisions and articulate updates to stakeholders.

Skills

Communication

Attention to detail

Analytical skills

Time management

Work independently

IT systems

Decision making

Teamwork

Job description

Customer Expert

At Teleperformance, we deliver an outstanding customer experience, at every single opportunity, as a result of our commitment, passion and dedication to excellence. You will be taking inbound calls on behalf of our prestigious banking client Nationwide. A minimum of 6 months contact centre/telephony experience is a requirement for this role.

Start Date: 26 October 2026

Salary: £26,436.80 per annum

Location: Glasgow Cuprum Building, Argyle Street, Glasgow - THIS IS NOT A WORK FROM HOME ROLE

Shifts: Monday to Sunday 8.00 am - 8.00 pm. Please note you must be able to work any shifts between these times.

Contract: Full Time Permanent (40 hours per week)

Background Checking: Right to Work in the UK, Criminal Record Check, Enhanced Credit Check (including active defaults, CCJs, IVAs, bankruptcy), CIFAS Fraud Check, Global Sanctions Check, Media Check, 3 year employment history check

Please note we do not allow any time off/holiday requests within the first 8 weeks of your employment.

What you'll be doing

• To undertake thorough investigations across Nationwide Group to protect the Society against all types of Economic Crime, including external and customer related Economic Crime.
• Responsible for executing thorough investigations on Nationwide's customer base and third party administrators to identify any suspected risks they pose to the Society.
• To support customers and all internal departments through both inbound and outbound telephony regarding prevention, detection and investigation of Economic Crime.
• To investigate Economic Crime cases over the phone and provide coherent, risk-orientated documentation to support the investigation and make the correct decision.
• Make independent risk-based decisions.
• To be able to appropriately articulate updates and outcomes of investigations to internal/external stakeholders and/or customers using both verbal and written communication skills.
• To work in agreed timescales within my Financial Approval Mandate.
• Adhere to set processes and procedures to ensure the customers and Society are protected from Economic Crime and that the department is compliant with its legal and regulatory obligations.
• Build relationships with stakeholders across the Society including other Protect Operational teams.
• To take accountability and responsibility for different Economic Crime investigations, assess risks and managing/reporting Economic Crime types where appropriate.
• To support with training, coaching and guiding colleagues within Protect by providing specialist knowledge and experience.
• Contribute to the management of team's mailboxes.
• To escape cases appropriately as per defined procedures.

Qualification & Experience

• Excellent communication skills - able to communicate with a diverse range of people.
• A high level of accuracy with attention to detail.
• Experience working in a fast-paced, resilient customer facing environment.
• Strong analytical, investigation and numerical skills.
• The ability to work independently as well as part of a team.
• Be able to demonstrate the ability to manage your time effectively and prioritise tasks.
• To be competent in using different IT systems.
• Excellent decision-making skills and the ability to work in a reactive environment.

Our Benefits

• Online recruitment process
• Refer & Earn Scheme
• 28 days' holiday (including bank holidays), increasing to 30 days following your 1-year service anniversary
• Length of Service and monthly recognition awards
• Opportunities for career development and progression
• Employee welfare support with free access to our Mental Health Employee Assistance programme
• Pension Scheme
• Wide range of employee discounts