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- Tasks: Support customers facing fraud and scams, providing empathetic and effective solutions.
- Company: Join Santander, a diverse workplace committed to creating a thriving environment for all employees.
- Benefits: Enjoy flexible working, 25 days holiday, healthcare perks, and a generous pension scheme.
- Why this job: Make a real difference by protecting customers and developing your skills in a dynamic team.
- Qualifications: Exceptional listening skills and a passion for customer service are essential; previous experience is a plus.
- Other info: Hybrid working available; part-time roles can be discussed during the recruitment process.
The predicted salary is between 21000 - 27000 £ per year.
We are currently recruiting Customer Service colleagues for full time positions within our Fraud Payments business area, with a starting package up to £27,054. This is made up of a base salary of £24,992 along with an additional £500 flexible benefit and up to a £1,526 discretionary performance related bonus.
Fraud and Scams can turn our customers' lives upside down. As a Fraud and Scam specialist, you’ll be there for them in the moments that matter. You can stop this from happening. If you deliver great customer service, have excellent listening skills and are driven to protecting customers, this is the opportunity for you by being part of a dynamic and highly skilled team who combat fraud and scams every day.
The difference you’ll make:
- Building natural rapport through great conversations with the ability to engage in a way that makes our customers feel protected and valued, preventing fraud and scams.
- Showing great personal resilience in the face of challenging customer situations to deliver great outcomes.
- Championing customer experience, delivering a personal touch tailored to our customers' needs.
- Showing empathy and understanding focused on the right outcome.
- Developing and learning about the latest fraud and scams, sharing knowledge and experience to aid continuous development.
What you’ll bring:
- Exceptional listening and communication skills with the ability to show empathy in a customer situation.
- Experience of working within a customer services role; previous telephony experience not essential.
It would also be nice for you to have:
- Strong teamwork with a high level of motivation.
- A real desire to go above-and-beyond for customers.
- Effective team working skills with a flexible, can-do approach to work.
- Ability to grow, adapt and change accommodating business needs and priorities.
What else you need to know:
We want our people to thrive at work and home, and we recognise that many people benefit from flexible arrangements. To enable us to deliver the best outcomes for our customers and to help each other develop, we understand the importance of having the right balance of spending time together in an office while maintaining flexibility. By working this way, we can continue to create moments that matter for everyone. To support this, we offer site-based contracts with a hybrid working pattern and we’re happy to discuss specific requirements throughout the recruitment process. This role is based in Bradford, Bootle and Glasgow and our current expectation is at least 2 days in an office every week. If you’re interested in this role but with part time hours or a job-share, we would still love to hear from you and discuss these.
Inclusion: At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair.
How we’ll reward you:
- Starting salary of £21,801 plus a £500 annual cash allowance to spend on our great range of benefits.
- 25 days’ holiday plus bank holidays, which increases to 26 days after 5 years service, with the option to purchase up to 5 contractual days per year.
- Eligible for a discretionary performance-related annual bonus.
- Voluntary healthcare benefits at discounted rates, including Bupa medical insurance, dental insurance, healthcare cash plan and health assessments.
- Free access to wellbeing apps and up to three weekly online classes via our partnership with Gympass.
- Pension with generous contributions of up to 12.5% from Santander, depending on your own contribution and length of employment with us.
- Support your favourite causes through charitable giving and our community partnerships.
- Share in Santander’s success by investing in our share plans.
- 24/7 access to an online employee discount platform including retailers, entertainment, eating out, travel and more.
Right to work in the UK: Every individual must have the right to work in the UK to commence employment with Santander either by way of nationality, visa or work permit. If you do require a working visa/permit this will not influence our decision on whether to progress your application. However, if you do not have a right to work, or an application for a working visa/permit is unsuccessful, Santander will not proceed with your application and will withdraw any conditional offer previously made.
What to do next: If this sounds like a role you’re interested in, then please apply. If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available through telephone, email, or face to face. You can contact us at resourcing@santander.co.uk or call 0870 414 9080.
DO NOT APPLY: Customer Service Advisor | S1 | Specialist Contact Centre| Fraud employer: Santander USA
Contact Detail:
Santander USA Recruiting Team
resourcing@santander.co.uk
StudySmarter Expert Advice 🤫
We think this is how you could land DO NOT APPLY: Customer Service Advisor | S1 | Specialist Contact Centre| Fraud
✨Tip Number 1
Familiarise yourself with common fraud and scam scenarios. Understanding the types of fraud that customers face will help you engage more effectively during interviews and demonstrate your commitment to protecting customers.
✨Tip Number 2
Practice your active listening skills. In a customer service role, especially in fraud prevention, being able to listen and respond appropriately is crucial. Consider role-playing scenarios with friends or family to enhance this skill.
✨Tip Number 3
Showcase your empathy during any interactions. Prepare examples from your past experiences where you successfully handled difficult situations with compassion, as this will resonate well with the values of the role.
✨Tip Number 4
Research the company culture at Santander. Understanding their values of Simple, Personal, and Fair will allow you to align your responses and show that you are a good fit for their team.
We think you need these skills to ace DO NOT APPLY: Customer Service Advisor | S1 | Specialist Contact Centre| Fraud
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and any skills that demonstrate your ability to handle challenging situations. Use keywords from the job description to align your application with what the company is looking for.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of fraud prevention. Share specific examples of how you've successfully handled difficult customer interactions in the past.
Showcase Your Skills: In your application, emphasise your exceptional listening and communication skills. Provide examples of how you have shown empathy and resilience in previous roles, as these are crucial for this position.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are important in a customer-facing role.
How to prepare for a job interview at Santander USA
✨Show Empathy and Understanding
As a Customer Service Advisor in the Fraud Payments sector, it's crucial to demonstrate empathy during your interview. Prepare examples of how you've handled challenging customer situations in the past, showcasing your ability to connect with customers and make them feel valued.
✨Highlight Your Listening Skills
Exceptional listening skills are key for this role. During the interview, practice active listening by summarising what the interviewer says and responding thoughtfully. This will show that you can engage effectively with customers and understand their needs.
✨Demonstrate Resilience
The role may involve dealing with difficult situations. Be ready to discuss times when you've faced challenges and how you managed to stay calm and focused. This will illustrate your personal resilience and ability to deliver great outcomes under pressure.
✨Research Fraud Trends
Familiarise yourself with current fraud trends and scams. Being knowledgeable about the latest developments in fraud prevention will not only impress your interviewers but also show your commitment to protecting customers and enhancing their experience.
