Our mission is to earn and maintain customer trust, support safe growth for our clients, and contribute to a safer society. Fraud Investigators play a vital role in achieving this mission.
What You'll Be Doing
* Gathering evidence from customer claim submissions via in‑app chat and inbound/outbound calls
* Probing for additional information where required
* Investigating claims with empathy, accuracy, and attention to detail
* Making decisions on cases and upholding or declining fraud claims up to £5,000
* Submitting accounts for closure where first‑party fraud concerns are identified
* Triaging cases over £5,000 for escalation
* Safeguarding compromised accounts and taking appropriate action to restore safe account usage
* Providing advice and support to victims of fraud
* Completing all required post‑investigation actions
* Investigating and reviewing payment attempts to ensure customers are not falling victim to a scam
* Reviewing customer accounts and activity to determine if they are committing fraud
Qualifications
* At least one year of experience in the banking or financial services industry
* Excellent written and verbal English communication skills
* Previous customer service experience or similar
* Strong investigative, problem‑solving, and decision‑making skills
* Ability to be both independent and collaborative
* Confidence in working to deadlines
Values we look for
* Process excellence – Doing things well and always striving to improve work
* Collaboration – Enjoying working with others and being a team player
* Communication – Speaking and writing clearly and confidently
* Emotional Intelligence – Empathizing, being kind, and treating others well
* Open‑mindedness – Open to different ways of thinking and new ideas
* Critical thinking – Thinking logically when making decisions
* Solution orientation – Forward‑thinking mindset focused on resolving challenges
* Entrepreneurship – Taking ownership, willing to take on new tasks, and being self‑driven
Customer Service Representative Skills
* A professional, polite, and courteous telephone manner
* Excellent service delivery with an outgoing nature
* Excellent verbal communication skills
* Good listening skills to convey empathy, patience, and understanding
* Confidence and proactiveness to deal with difficult situations and conversations
* High levels of accuracy and attention to detail
* Driven to work towards achievable targets
Key Responsibilities
* Provide exceptional and efficient customer service across telephone, email, webchat, and social media channels
* Use problem‑solving skills to support customers, resolve queries, and create a positive experience
* Ensure all customers are supported in accordance with regulatory requirements protecting them
* Maintain excellent attention to detail
* Be knowledgeable of the client’s processes and products for optimal customer support
#J-18808-Ljbffr