At a Glance
- Tasks: Join our Fraud Team to help customers secure their banking and tackle fraud cases.
- Company: Teleperformance, a leading contact centre with a focus on customer service excellence.
- Benefits: Competitive salary, flexible working options, and a range of employee perks.
- Other info: Dynamic work environment with opportunities for growth and development.
- Why this job: Make a real difference by helping customers navigate financial challenges and protect themselves from fraud.
- Qualifications: Experience in customer service and financial services is essential; empathy and communication skills are key.
The predicted salary is between 28500 - 29500 € per year.
Fraud Specialist – OFFICE BASED IN GLASGOW
Teleperformance is a fast-paced contact centre employer who works alongside a number of household known clients to deliver world class customer service. We have a fantastic opportunity for inbound customer service specialist for our Fraud Team on the Lloyds Banking Division campaign.
Here is all you need to know…
- Start Date: Various 2026
- Salary: Salary dependent on experience and up to £28,500 with OTE of £29,500
- Job Type: Full Time – Permanent
- Working Hours: 40 hours per week (including training)
- Operational hours after training: We require full flexibility between 10.00 - 23.00 Monday - Sunday
- Training: 2 weeks based in Glasgow, City Park. Training hours 09:00am – 18:00pm Monday – Friday
- Joining the team: First 3-months working on-site in Glasgow, then opportunity to choose on-site or at-home working whichever suits you best dependent on performance. Please note that this is following successful completion of all probation requirements.
Please note that successful applicants for this role will be invited to interview and you must be able to evidence minimum 2 years Financial Services experience in the UK at interview.
Who we are looking for…
- A professional, polite and courteous telephone manner
- Ability to deliver excellent service with outgoing nature
- Excellent verbal communication skills, with fluency in English essential
- A good listener who can convey empathy, patience and understanding
- Confident and proactive to deal with difficult situations and conversations
- Confident in having customer conversations
- High levels of accuracy and attention to detail
- Confident in working independently
- Confident in making complex decisions
- Self-motivated and able to effectively problem solve
- Interpersonal skills
- Be driven to work towards achievable targets
- Excellent numeracy skills
- Experience in working with vulnerable customers
- Ability to educate our customers on how to protect themselves against Fraud
- Previous banking/financial services experience is highly desired
- Previous call centre/customer service experience is essential
What will my role involve…?
- Answer inbound calls with enthusiasm and a desire to help out customers at the first point of contact
- Raising scam and fraud cases for online and telephony banking across the Lloyds Banking Group portfolio
- Objection handling whilst ensuring the customer that we are here to help them and keep their account secure
- Investigation of pending payments with the aim to approve where there are no concerns of fraudulent activity, or scams
- Supporting and providing a positive experience for all our customers by helping them with all aspects of their personal banking, for example: bank transfers, direct debits, and digital banking support
- Helping customers that may be going through financial difficulty and debit card support
- Promoting channels such as Internet Banking and ensuring that all customers are aware and have access to the Bank’s complete range of services
- Problem solving - taking ownership of each and every query and ensuring these are resolved, making a real positive difference for our customers
- Ensure that all customers are supported in accordance with all regulatory requirements which aim to protect our customers
- Ensure all customer complaints are recorded in line with policy and where possible resolved at first touch, delivering an efficient outcome for the customer
- Ability to react fast when the day gets busy and handle a wide variety of different customers – excellent time management
- Work with vulnerable customers, and helping to resolve complex cases
- Confident in following banking processes and being able to clearly explain these to our customer
Values we look for you to have...
- Process Excellence - Doing things well means something to you and you will always strive to improve on your work.
- Collaboration - You enjoy working with others and you like working as a team player.
- Communication - You can speak and write clearly and in a confident manner.
- Emotional Intelligence - You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
- Open-Mindedness - You are able to be open to different ways of thinking and new ideas.
- Critical Thinking - You are able to think logically when making decisions.
- Solution Orientation - Having a forward thinking mindset focused on resolving challenges.
- Entrepreneurship - Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset.
Here are our key benefits…
- Perks at Work – Savings Discounts / Free Online Classes
- Savings Discounts / Podcast / Wellbeing Resources / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, Legal Advice
- Critical Illness – up to £10,000
- Cycle to Work Scheme
- Eyecare support voucher
- Holiday Purchase Scheme
- Length of Service Awards
- Workplace Pension
- Monthly Inspire Awards – For the best of the best
- Refer-A-Friend earns up to £1,200 for you
- Monthly Wellbeing Webinars
- Dedicated Employee Experience Progress – Here to support TP journey
- 28 day annual leave (inclusive of bank holidays), increasing with length of service
- Discounted Bus Travel in Glasgow (First Bus)
Disclaimer: Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through our official channels - UK phone number, text or Teleperformance or talent.icims email address. If you receive any suspicious communications claiming to be from Teleperformance, please disregard them and report the incident to our team. Your security is our priority.
Please note, only candidates who meet specific language proficiency scores will be able to proceed on this campaign, this supersedes any other pass mark you may receive. Where you pass the assessment but not the above requirements we will endeavour to find other suitable roles for you however this may not be possible, in this instance we reserve the right to reject your application.
If you’re interested in joining us, APPLY TODAY to create your application and our recruitment team will be in touch with you within 48 hours, but please feel free to get in touch if you want to chat with our team sooner.
Specialist Quality Management in Falkirk employer: Teleperformance
Teleperformance is an exceptional employer that prioritises employee well-being and professional growth, offering a supportive work culture in the vibrant city of Glasgow. With comprehensive benefits including flexible working options post-probation, extensive training, and a focus on mental health support, employees are empowered to thrive both personally and professionally. Join our Fraud Team and be part of a dynamic environment where your contributions make a real difference in customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Specialist Quality Management in Falkirk
✨Tip Number 1
Get to know the company inside out! Research Teleperformance and the Lloyds Banking Division. Understanding their values and services will help you tailor your conversation during interviews.
✨Tip Number 2
Practice your phone skills! Since this role is all about inbound calls, try role-playing with a friend or family member. Focus on being polite, clear, and confident in your responses.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experience where you’ve successfully handled difficult situations or helped customers. This will impress the interviewers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team!
We think you need these skills to ace Specialist Quality Management in Falkirk
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the role of Fraud Specialist. Highlight your relevant experience in financial services and customer service, and don’t forget to showcase your excellent communication skills!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about working in fraud prevention and how your skills align with our values at Teleperformance.
Showcase Your Problem-Solving Skills:In your application, give examples of how you've effectively solved problems in previous roles. We love candidates who can think critically and take ownership of their work!
Apply Through Our Website:Don’t forget to apply through our official website! It’s the best way to ensure your application gets to us quickly and securely. Plus, we’ll be in touch within 48 hours!
How to prepare for a job interview at Teleperformance
✨Know Your Stuff
Make sure you brush up on your financial services knowledge, especially anything related to fraud prevention. Be ready to discuss your previous experience in the sector and how it relates to the role. This will show that you’re not just a good fit but also genuinely interested in the position.
✨Practice Active Listening
During the interview, demonstrate your listening skills by responding thoughtfully to questions. Use examples from your past experiences where you’ve had to listen carefully to customers, especially vulnerable ones, and how you resolved their issues. This will highlight your empathy and problem-solving abilities.
✨Showcase Your Communication Skills
Since this role involves a lot of customer interaction, be prepared to showcase your verbal communication skills. Practice explaining complex banking processes in simple terms, as if you were talking to a customer. This will illustrate your ability to convey information clearly and effectively.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your critical thinking and decision-making skills. Prepare examples of how you’ve handled difficult situations in the past, particularly with customers facing financial difficulties. This will demonstrate your solution-oriented mindset and ability to remain calm under pressure.
