Customer Service Representative

Overview

Firstsource Solutions – Middlesbrough, North Yorkshire

Job Title: Fraud Advisor

Location: Centre Square, Middlesbrough, TS1 2QJ

Salary: £12.33 per hour + Excellent Benefits

Hours: 37.5 hours per week, flexible shifts between 7:00 AM and 11:00 PM, Monday to Sunday

Employment Type: Permanent, Full-Time

About the Role

As a Fraud Advisor, you will work in collaboration with one of the UK\’s leading banks, becoming a valued member of a diverse and vibrant team dedicated to protecting customers from fraud. You will play a crucial role in upholding the organisation\’s reputation by conducting thorough investigations into payment fraud claims and ensuring fair resolutions for customers. In return, we offer a competitive salary and a comprehensive benefits package.

Key Responsibilities

• Conducting investigations into payment fraud claims, building a comprehensive timeline of events.
• Engaging with customers effectively, ensuring they feel supported and not interrogated.
• Making fair, evidence-based decisions in line with regulatory requirements and internal policies.
• Liaising with other financial institutions regarding fraudulent activity reports.
• Staying up to date with fraud trends and continuously enhancing investigative skills.

What We Offer

• A competitive starting salary of £12.33 per hour with fortnightly pay.
• Permanent, full-time employment with 37.5 hours per week.
• A generous refer-a-friend scheme (£750 per successful referral).
• 29 days of annual leave, increasing by one day per year of service.
• Access to healthcare cash back plan.
• Additional incentives and career progression opportunities.

Ideal Candidate Profile

• Passionate about delivering exceptional service and ensuring customer satisfaction.
• Able to work effectively in a fast-paced, dynamic environment.
• Committed to career growth and continuous learning.
• Detail-oriented, with strong problem-solving skills.
• Consistently strives for excellence in all aspects of work.

Application Process

We value every application and review each one individually. To maximise your chances of success, ensure your CV is up to date and highlights your most relevant experience.

Equal Opportunities Employer

Firstsource is committed to equal opportunities and fosters an inclusive workplace. We welcome applications from all suitably qualified candidates, regardless of gender, age, race, disability, ethnicity, religion or belief, sexual orientation, gender reassignment, or marital/family status. We are a recognised disability-confident employer and a featured organisation in the Bloomberg Gender Equality Index. Join us and be part of a team dedicated to making a real difference. Apply today!

Please note that, as you will be working in a highly regulated industry, we have a thorough referencing process, which includes credit, criminal record and right to work checks. Having an adverse history will not necessarily rule you out but will be checked on an individual basis.