Fraud Advisor

We are looking for Fraud Advisor to join a national Customer Contact Team based in a call centre environment in the heart of Middlesbrough (TS1).  

This role is STARTING 7TH JANUARY 2025

Start your new career within the Banking & Financial services sector, our award-winning international company operates in 7 counties and have 27,000 colleagues. 
 

• Salary - £23,400pa + performance based bonus’ available  
• Any 5 days out of 7 – Includes Weekend Work on rotation 
• Shifts times between 07:00 to 23:00
• Latest start time 15:00 
• Contracted to 37.5 hours per week  

**Hybrid working Offered after initial 12–16-week in-house 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 & support the customer to a resolution.   
   
Working as part of the Fraud team as an Fraud Advisor, you will ensure all calls in are answered within company guidelines, whilst providing excellent customer service over the phone, you will also be navigating multiple computer systems during the call, so strong computer skills coupled with the ability to deal with sometimes distressed or up customers is a must. 
   
Due to the nature of this role, you will need to come from 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:  

• Make sure to put customers first - taking ownership of their fraud queries building rapport quickly and providing the highest level of customer experience
• Learn to act with skill and diligence - treating customers sensitively and caring about helping them move forward through these challenging scenarios 
• Diagnose a full range of customer needs, providing appropriate process information, help and support to meet the needs identified  
• Possess good attention to detail and grow the confidence to spot and call out issues and trends to improve customers' journey and experiences and escalate in briefing activities  
• Make sure all customers are acknowledged and responded to within pre-arranged service levels and timeframes  
• Make sure all fraud cases and interactions are fully, accurately and consistently logged and updated on the customer service systems  
• Respond positively to customer objections using a range of questioning techniques, demonstrating empathy and understanding   
• Take responsibility for managing your own workload to ensure all response times are met or exceeded   
• Take personal ownership to keep knowledge of products, policy and procedures up to date   
• Build and maintain strong working relationships with other parts of the organisation to support the delivery of outcomes and great customer experiences   
• Proactively identify and escalate risks, taking responsibility for complying with all policies, procedures 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.