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Fraud Customer Service Agents - Remote

Tue 07 May 2024

£25,500 per annum FTC

This is an excellent opportunity for a customer centric individual to join a UK bank and provide excellent service and support to their customer base. 

We are looking for enthusiastic customer service advisors to join a fantastic team within a UK bank on a remote basis. Where you will be investigating fraudulent activity queries to find a fair outcome to protect both victims of fraud and the bank. 

Location: Remote

The rate on offer is £25,500 per annum plus benefits on a fixed term contract. 

Hours: Full Time working 40 hours per week, working a condensed 4 day working
week shift pattern of 4 days on and 4 days off.

Shift Patterns Below:

Week 1 – 8am – 7pm - Monday to Thursday
Week 2 – 10am – 9pm – Tuesday to Friday
Week 3 – 8am – 7pm – Wednesday to Saturday
Week 4 – 10am – 9pm – Thursday to Sunday
Week 5 – 8am - 7pm – Friday to Monday

Shifts will be provided in advance and this role offers home working within the UK.

Contract: 6 Months with a view to extending.

Training will be provided for the first 3 - 4 weeks. 

As a Fraud Customer Service Agent, you will:

  • Review fraudulent activity relating to transactions, compromised accounts, and account openings
  • Investigate risk identified, making sound subjective decisions to escalate risky accounts, place and remove restrictions on accounts, secure compromised accounts
  • Determine action required based on established procedures
  • Tracking and documenting action taken in a timely and correct manner to provide a record of activity and meet audit and compliance requirements
  • Build rapport in communication with customers, merchants, financial institutions, and building rapport with our customers to resolve service issues and customer questions
  • Taking ownership of customer enquiries and responding to escalated customer issues in accordance with agreed procedures

In order to be considered for this role you must ideally have the following skills: 

  • Previous customer service experience
  • Confident working with vulnerable customers 
  • Knowledge of financial products would be advantageous
  • Proactive and motivated to resolve issues first time and exceed service expectations
  • Great attention to detail and diligence to assure the safety of the customer and the bank
  • Desire to learn and improve

If you are successful and offered an opportunity, we will need to carry out pre-engagement screening, this will usually include a DBS Check, Credit Check, and references from previous employers.

Email your CV to vacancies@hazellcarr.com to apply for this role with the subject matter: (Fraud Customer Service Agent  + Remote)