Fraud Investigator (GCB7) – Resource Augmentation
Our client is currently investigating the option to hire multiple experienced individuals for the role of Fraud Operations Investigator (GCB7) via Resource Augmentation for 12 months to cover internal vacancies.
The role of Fraud Investigator is to support customers who potentially are, or are suspected to be, the victim of a scam or fraud in an efficient manner. The team will be responsible for minimising losses to the Bank because of fraudulent activity on our client’s Plastic (physical or digital payment methods like credit cards, debit cards, and stored-value cards) and non-Plastic channels (electronic transfers, and other online payment systems such as PayPal or Apple Pay).
In this role, the candidates will:
* Deliver a superior quality of customer service via telephone and indirect customer-facing tasks.
* Use and enhance verbal and written communication skills.
* Work independently and as part of a team in a fast-moving, time-critical environment.
* Enhance questioning techniques and fact-gathering skills.
* Apply procedures and judgment to make decisions that provide good customer outcomes.
* Operate in a productivity and efficiency-oriented environment.
* Strengthen objection and complaint-handling experience.
To be successful in this role, candidates should have:
* Excellent verbal communication skills.
* Strong analytical skills, with the ability to understand and interpret transactional data.
* Ability to work in a time-critical and fast-paced environment.
* Initiative and sound judgment to make timely decisions.
* A team-oriented, enthusiastic “can do” approach.
* An inclination to challenge processes and procedures (desired).
Role Details
* Location: Hybrid, with a minimum of 60% office attendance required at the Birmingham location. (5 days per week during training.)
* Operating Window: 7 days per week, between 8:00am and 8:30pm.
* Training & Equipment: Our client will provide role-specific training and laptops.