Oakley Recruitment is working in partnership with a well-established global, organisation based in Birmingham. This is a great opportunity for someone with a passion for customer service to work as a Fraud Customer Service Advisor on an ongoing temporary contract. This opportunity offers hybrid working.
Identify and investigate fraudulent activity on current and savings accounts for existing customers across US. Providing first class customer service.
Duties & Responsibilities
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
Dealing with complex cases
Placing appropriate hold on accounts deemed to have fraudulent activity.
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
Responsible for the day-to-day coverage of customer account maintenance processes
Skills and experience
Previous experience in a fraud role or a call centre environment
Good interpersonal skills, negotiation skills are a plus
Good problem-solving skills
Is adaptable with high-energy levels and a desire to help others
Good team player
Good analytical and problem-solving skills
Excellent written and verbal communication skills
Experience in delivery of customer service
Experience in a retail banking environment
Package and benefits
Monday – Friday 35 hours, flexible between
08.00 to 16.00
09.00 to 17.00
10.00 to 18.00
12.00 to 20.00
14.00 to 23.00
Accrued holiday pay
Please Note: We do not contact or write to unsuccessful candidates. If we have not contacted you within 48 hours of your application, you should presume that your application was unsuccessful. By applying for this vacancy, you are permitting for Oakley Recruitment to contact you and retain your details. In compliance with the regulations (April 2004) in place under the employment agencies act, Oakley Recruitment will require proof of identification. A copy of your passport, birth certificate and NI number will be required, as part of your interview process.