At a Glance
- Tasks: Join our Fraud Team to help customers protect their finances and resolve issues.
- Company: Teleperformance, a leading contact centre with a focus on customer service.
- Benefits: Competitive salary, flexible working options, and wellness resources.
- Other info: Dynamic team environment with opportunities for growth and development.
- Why this job: Make a real difference by supporting customers in financial security.
- Qualifications: 2 years of Financial Services experience and excellent communication skills required.
The predicted salary is between 28500 - 29500 £ per year.
Teleperformance is a fast-paced contact centre employer who works alongside a number of house-hold 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…
- 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 affectively problem solve
- Interpersonal skills
- Be driven to work towards achievable targets
- 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
- What we look for you to have…
- Doing things well means something to you and you will always strive to improve on your work.
You enjoy working with others and you like working as a team player.
- You can speak and write clearly and in a confident manner.
- You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
- You are able to be open to different ways of thinking and new ideas.
- You are able to think logically when making decisions.
- Having a forward thinking mindset focused on resolving challenges.
- 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 Recourses / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, Legal Advice
- Critical Illness – up to £10,000
- Cycle to Work Scheme
- Holiday Purchase Scheme
- Length of Service Awards
- 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)
- Expected Salary (this is not sent to the employer)
- Postcode
(optional) I am a diversity candidate.
I am BAME or from a disadvantaged background or over 55 years old or Non-Binary or Disabled or Non-Heterosexual etc. * We do not send this information with job applications.
What is BAME? | Why do we ask?
By clicking Submit I agree to applications or registrations on 3rd party sites being made for me and I agree to these Terms of Use and Privacy Policy .
#J-18808-Ljbffr
Fraud Specialist in Glasgow employer: Tp-8f723eaf
As an Account Director at our company, you will thrive in a dynamic and supportive work environment that prioritises client satisfaction and continuous improvement. We offer robust employee growth opportunities, a culture of collaboration, and the chance to make a meaningful impact on client relationships while working alongside talented professionals in a vibrant location. Join us to be part of a team that values your contributions and fosters your professional development.
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 Tp-8f723eaf. 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 Tp-8f723eaf 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 Tp-8f723eaf:Your cover letter is your chance to shine! Tell us why you want to work at Tp-8f723eaf 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 Tp-8f723eaf!
How to prepare for a job interview at Tp-8f723eaf
✨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.
