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Fraud Customer Service Advisors, Birmingham circa £12.00 p/h - £13.00p.h

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.


Summary

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

  • Hybrid working

 


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. 

 

 

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