Barclays Manchester, England, United Kingdom
Fraud Customer Care Agent
Join Barclays as a Fraud Customer Care Agent in our Scams Investigations team. In this role, you’ll take ownership of scam cases from start to finish, investigating each one thoroughly and delivering clear outcomes. You’ll typically handle 2 to 3 cases per day, working independently through the entire process until resolution.
Key Criteria
* Exceptional ability to manage complex workloads, prioritise effectively, and consistently meet challenging deadlines
* Advanced stakeholder engagement and relationship‑building skills, including influencing and negotiating with senior partners
* Excellent organisation and attention to detail, with a track record of delivering high‑quality outcomes
* Deep understanding of customer engagement and service excellence, with a commitment to safeguarding customer interests
* High level of IT proficiency, including experience with investigative tools and digital platforms
Desirable Skills
* Experience within banking or financial services is advantageous, but not essential
* Practical experience in scams investigations is highly valued
* Strong analytical thinking and advanced problem‑solving abilities, with experience interpreting complex data and identifying patterns
* Outstanding written and verbal communication skills, including the ability to produce clear, concise reports for senior audiences
* Proven ability to handle confidential and sensitive information with the utmost discretion
* Experience gathering, evaluating, and presenting evidence in a regulatory or legal context
* Proactive approach to identifying and supporting vulnerable customers, with a strong ethical compass
* Adaptability and resilience in a fast‑paced, evolving environment
* Commitment to continuous professional development and staying abreast of emerging fraud trends and regulatory changes
Work Pattern
This role is based in Manchester and follows a rotational shift pattern. You’ll be required to work onsite for 3 days a week, with the potential to increase to 5 days depending on business needs. Initial training will be conducted onsite and typically lasts 12 to 13 weeks. To ensure smooth onboarding, no holidays are taken during the training period. The expected start date is Feb 2026.
Responsibilities
* Provision of customer service through chat, email and phone
* Execution of customer service requirements to resolve complex, specific customer needs, giving a unique, personalised resolution for each case
* Collaboration with teams across the bank to align and integrate customer care processes
* Identification of areas for improvement, providing recommendations for change in customer care processes and feedback to colleagues
* Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations
* Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments
* Development and execution of reports and presentations on customer care performance and communication of findings to internal senior stakeholders
* Identification of industry trends and developments to implement best practice and improve customer care efficiency and effectiveness
Professional Expectations
* Perform prescribed activities in a timely manner and to a high standard, consistently driving continuous improvement
* Require in-depth technical knowledge and experience in assigned area of expertise
* Lead and supervise a team, guiding and supporting professional development and coordinating team resources (if applicable)
* Act as a contact point for stakeholders outside the immediate function, building a network of contacts inside and outside the organisation
* Take responsibility for embedding new policies and procedures adopted due to risk mitigation
* Advise and influence decision making within own area of expertise, delivering work in line with relevant rules and regulations
* Maintain and continually build an understanding of how own sub‑function integrates with the broader function and organisational products, services and processes
* Make evaluative judgments based on the analysis of factual information, paying attention to detail and resolving problems by identifying and selecting solutions through acquired technical experience
Employment Details
* Seniority level: Not applicable
* Employment type: Full‑time
* Job function: Other
* Industry: Banking and Financial Services
Equality, Diversity, and Inclusion Statement
Barclays is an equal opportunity employer. All qualified applicants will receive consideration for employment regardless of gender, race, ethnicity, disability, religion, sexual orientation, age or any other characteristic protected by law.
#J-18808-Ljbffr