Fraud Specialist - OFFICE BASED IN GLASGOW
Teleperformance is a fast‑paced contact centre employer who works alongside a number of house‑hold known clients to deliver world class customer service.
Here is all you need to know
* Start Date: Various 2026
* Salary: Salary dependent on experience and up to £28,500 with OTE of £29,500
* Job Type: Full Time - Permanent
* Working Hours: 40 hours per week (including training)
* Operational hours after training: We require full flexibility between 10.00 - 23.00 Monday - Sunday
* Training: 2 weeks based in Glasgow, City Park.
* Training hours 09:00am - 18:00pm Monday - Friday
* Joining the team: First 3-months working on-site in Glasgow, then opportunity to choose on-site or at-home working whichever suits you best dependent on performance. Please note that this is following successful completion of all probation requirements.
* Successful applicants for this role will be invited to interview and you must be able to evidence minimum 2 years Financial Services experience in the UK at interview.
Who we are looking for
* A professional, polite and courteous telephone manner
* Ability to deliver excellent service with outgoing nature
* Excellent verbal communication skills, with fluency in English essential
* A good listener who can convey empathy, patience and understanding
* Confident and proactive to deal with difficult situations and conversations
* Confident in having customer conversations
* High levels of accuracy and attention to detail
* Confident in working independently
* Confident in making complex decisions
* Self-motivated and able to affectively problem solve
* Interpersonal skills
* Be driven to work towards achievable targets
* Excellent numeracy skills
* Experience in working with vulnerable customers
* Ability to educate our customers on how to protect themselves against Fraud
* Previous banking/ financial services experience is highly desired
* Previous call centre/ customer service experience is essential
What will my role involve?
* Answer inbound calls with enthusiasm and a desire to help out customers at the first point of contact
* Raising scam and fraud cases for online and telephony banking across the Lloyds Banking Group portfolio
* Objection handling whilst ensuring the customer that we are here to help them and keep their account secure
* Investigation of pending payments with the aim to approve where there are no concerns of fraudulent activity, or scams
* Supporting and providing a positive experience for all our customers by helping them with all aspects of their personal banking, for example: bank transfers, direct debits, and digital banking support
* Helping customers that may be going through financial difficulty and debit card support
* Promoting channels such as Internet Banking and ensuring that all customers are aware and have access to the Banks complete range of services
* Problem solving - taking ownership of each and every query and ensuring these are resolved, making a real positive difference for our customers
* Ensure that all customers are supported in accordance with all regulatory requirements which aim to protect our customers
* Ensure all customer complaints are recorded in line with policy and where possible resolved at first touch, delivering an efficient outcome for the customer
* Ability to react fast when the day gets busy and handle a wide variety of different customers - excellent time management
* Work with vulnerable customers, and helping to resolve complex cases
* Confident in following banking processes and being able to clearly explain these to our customer
Values we look for you to have...
* Process Excellence- Doing things well means something to you and you will always strive to improve on your work.
* Collaboration- You enjoy working with others and you like working as a team player.
* Communication- You can speak and write clearly and in a confident manner.
* Emotional Intelligence- You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
* Open-Mindedness- You are able to be open to different ways of thinking and new ideas.
* Critical Thinking- You are able to think logically when making decisions.
* Solution Orientation- Having a forward thinking mindset focused on resolving challenges.
* Entrepreneurship- Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset.
Here are our key benefits
* Perks at Work - Savings Discounts / Free Online Classes
* Help@Hand - Savings Discounts / Podcast / Wellbeing Resources / Webinars / Access to GPs, Mental Health Support, Financial Advice, Legal Advice
* Critical Illness - up to £10,000
* Cycle to Work Scheme
* Eyecare support voucher
* Holiday Purchase Scheme
* Length of Service Awards
* Workplace Pension
* Monthly Inspire Awards - For the best of the best
* Refer-A-Friend earns up to £1,200 for you
* Monthly Wellbeing Webinars
* Dedicated Employee Experience Progress - Here to support TP journey
* 28 day annual leave (inclusive of bank holidays), increasing with length of service
* Discounted Bus Travel in Glasgow (First Bus)
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