Start your new career within the Banking & Financial services sector. Our award-winning international company operates in 7 countries and has 27,000 colleagues.
We are looking for Fraud Advisors to join a national Customer Contact Team based in a call centre environment in the heart of Middlesbrough (TS1).
* Salary - £23,400pa
* Performance-based bonuses available
* Any 5 days out of 7 – Includes Weekend Work on rotation
* Shift times between 07:00 to 00:00
* Latest start time 15:00
* Contracted to 37.5 hours per week
Hybrid working offered after initial 12–16-week onsite training.
As a Fraud Advisor, you will be an important point of contact for customers with queries about potential fraud on their accounts. You will take full ownership during the investigation of the situation and support the customer to a resolution.
Working as part of the Fraud team as an Advisor, you will ensure all calls are answered within company guidelines while providing excellent customer service over the phone. You will also be navigating multiple computer systems during the call, so strong computer skills and the ability to deal with sometimes distressed customers is a must.
Due to the nature of this role, you will need to come from a regulated background, have a great telephone manner, a problem-solving mind, and a flare for resolving issues.
A DBS and Financial check will be completed as part of the vetting process.
Fraud Advisor - Role Responsibilities:
* Put customers first - taking ownership of their fraud queries, building rapport quickly, and providing the highest level of customer experience.
* Act with skill and diligence - treating customers sensitively and caring about helping them move forward through challenging scenarios.
* Diagnose a full range of customer needs, providing appropriate process information, help, and support.
* Possess good attention to detail and grow the confidence to spot and call out issues and trends.
* Ensure all customers are acknowledged and responded to within pre-arranged service levels.
* Log and update all fraud cases and interactions accurately on the customer service systems.
* Respond positively to customer objections using a range of questioning techniques, demonstrating empathy and understanding.
* Manage your own workload to ensure all response times are met or exceeded.
* Keep knowledge of products, policy, and procedures up to date.
* Build and maintain strong working relationships with other parts of the organisation.
* Proactively identify and escalate risks, complying with all policies and regulatory requirements.
Fraud Advisor – The Person:
* Proven ability to deliver an outstanding customer experience in difficult situations.
* Excellent written and verbal communication skills.
* A thorough understanding of the complaints process and regulatory requirements.
* A comprehensive knowledge of complaint management systems.
* Excellent attention to detail with the ability to assess and understand information.
* The ability to manage own workload and prioritise accordingly.
* The confidence to make decisions within agreed discretionary limits.
APPLY ONLINE TODAY and a member of the team will be in touch.
Would also suit: Customer service, Contact Centre Advisor, Call Centre Advisor, Customer Advisor, Complaints Advisor, call handler, telesales, B2C, B2B, Sky, call centre, Tech adviser, Sales adviser, retail, Retail assistant, Fraud advisor, Fraud investigator, Fraud administrator.
Meridian Business Support is a recruitment specialist acting on behalf of our client as an Employment Agency for this vacancy. #J-18808-Ljbffr