At a Glance
- Tasks: Assist customers with fraud inquiries and safeguard their accounts.
- Company: Join Teleperformance, a global leader in customer experience management.
- Benefits: Enjoy perks like discounts, free online classes, and mental health support.
- Other info: Flexible working options and excellent career growth opportunities await you.
- Why this job: Make a real difference by protecting customers from fraud.
- Qualifications: Two years in UK financial services and strong communication skills required.
The predicted salary is between 24300 - 29700 £ per year.
About The Company
Teleperformance is a global leader in customer experience management, renowned for delivering exceptional service solutions to a diverse portfolio of clients across various industries. With a strong presence in multiple countries, Teleperformance is committed to fostering an inclusive and innovative work environment that values excellence, integrity, and collaboration. The company prides itself on its dedication to employee development, customer satisfaction, and operational excellence, making it an employer of choice for professionals seeking growth and stability in the customer service sector.
About The Role
We are excited to offer a unique opportunity for a Fraud Specialist to join our office-based team in Glasgow. This role is integral to our Lloyds Banking Division campaign, where you will be responsible for handling inbound customer inquiries related to fraud and security concerns. As a Fraud Specialist, you will serve as the frontline defense against fraudulent activities, assisting customers in safeguarding their accounts and personal information. The position requires a proactive and empathetic approach, with a focus on delivering excellent service while efficiently resolving complex issues. The role offers a full-time permanent contract, with initial on-site training followed by flexible working arrangements, including the option to work remotely based on performance and preference.
Qualifications
- The ideal candidate will possess a minimum of two years of experience in the UK financial services sector, demonstrating a solid understanding of banking processes, fraud prevention, and customer service.
- Previous experience working in a call center or customer service environment is essential.
- Candidates should have excellent verbal and written communication skills in English, along with strong numeracy and analytical abilities.
- A professional, courteous telephone manner, high attention to detail, and the ability to handle sensitive situations with empathy are crucial.
- Experience working with vulnerable customers and educating clients on fraud prevention is highly desirable.
- Candidates must be self-motivated, proactive problem-solvers capable of making informed decisions independently.
Responsibilities
- Answer inbound calls with enthusiasm, demonstrating a genuine desire to assist customers at their first point of contact.
- Raise scam and fraud cases related to online and telephony banking services across Lloyds Banking Group.
- Handle objections confidently, reassuring customers that their security is the top priority.
- Investigate pending payments, approving transactions where no fraudulent activity or scams are identified.
- Support customers with various banking needs, including bank transfers, direct debits, and digital banking support, ensuring a positive customer experience.
- Assist customers facing financial difficulties and provide debit card support as needed.
- Promote digital channels such as Internet Banking, ensuring customers are aware of and can access the full range of banking services.
- Take ownership of each query, resolving issues efficiently while maintaining regulatory compliance.
- Record and resolve customer complaints promptly, aiming for first-contact resolution whenever possible.
- Manage a high volume of calls effectively, demonstrating excellent time management and adaptability during busy periods.
- Work with vulnerable customers, providing tailored support and resolving complex cases with sensitivity.
- Follow banking processes clearly and explain procedures to customers in an understandable manner.
Benefits
Our employees enjoy a comprehensive benefits package designed to support their wellbeing and professional growth. This includes access to perks at work savings discounts, free online classes, and wellbeing resources such as webinars, mental health support, financial advice, and legal guidance. Employees are covered by critical illness insurance up to £10,000 and can participate in schemes like Cycle to Work and Holiday Purchase. Additional perks include eyecare vouchers, length of service awards, a workplace pension, and monthly recognition through Inspire Awards. The company also offers a Refer-A-Friend scheme with rewards up to £1,200, and discounted travel options within Glasgow. Employees benefit from 28 days of annual leave, inclusive of bank holidays, which increases with service length, fostering a healthy work-life balance.
Equal Opportunity
Teleperformance is an equal opportunity employer committed to fostering an inclusive environment for all employees. We celebrate diversity and are dedicated to creating a workplace where everyone feels valued, respected, and empowered to contribute their best. We do not discriminate based on race, gender, age, religion, sexual orientation, disability, or any other characteristic protected by law. All employment decisions are based on merit, qualifications, and business needs. We encourage applications from all qualified individuals and are committed to providing reasonable accommodations to support candidates throughout the recruitment process.
Fraud Specialist in Glasgow employer: Netrolynx AI
Netrolynx AI is an excellent employer, offering a dynamic and innovative work environment in Newport where creativity thrives. With a strong emphasis on professional growth, employees benefit from comprehensive training opportunities and a supportive culture that values work-life balance. The competitive salary and benefits package further enhance the appeal of joining a forward-thinking team dedicated to leveraging cutting-edge technology.
StudySmarter Expert Advice🤫
We think this is how you could land Fraud Specialist in Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Netrolynx AI. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Netrolynx AI before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Fraud Specialist in Glasgow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Netrolynx AI:Your cover letter is your chance to shine! Tell us why you want to work at Netrolynx AI specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Netrolynx AI!
How to prepare for a job interview at Netrolynx AI
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
