Customer Expert - NBS Fraud

Overview

Customer Expert

At Teleperformance, we deliver an outstanding customer experience, at every single opportunity, as a result of our commitment, passion and dedication to excellence.

You will be taking inbound calls on behalf of our prestigious banking client Nationwide.

A minim@m of 6 months contact centre/telephony experience is a requirement for this role.

Start Date: 26 October 2026

• Salary
  : £26,436.80 per annum
• Location
  :
  
  Glasgow Cuprum Building, Argyle Street, Glasgow
  - THIS IS NOT A WORK FROM HOME ROLE
• Shifts
  :
  Monday to Sunday 8.00 am - 8.00 pm. Please note you must be able to work any shifts between these times.
• Contract
  :
  Full Time Permanent (40 hours per week)
• Background Checking
  :
  • Right to Work in the UK
  • Criminal Record Check
  • Enhanced Credit Check which will include looking for active defaults, CCJs, IVAs, bankruptcy
  • CIFAS Fraud Check
  • Global Sanctions Check
  • Media Check
  • 3 year employment history check

** Please note we do not allow any time off/holiday requests within the first 8 weeks of your employment**

What you’ll be doing

To undertake thorough investigations across Nationwide Group to protect the Society against all types of Economic Crime, including external and customer related Economic Crime

• Responsible for executing thorough investigations on Nationwide’s customer base and third party administrators to identify any suspected risks they pose to the Society
• To support customers and all internal departments through both inbound and outbound telephony regarding prevention, detection and investigation of Economic Crime.
• To investigate Economic Crime cases over the phone and provide coherent, risk-orientated documentation to support the investigation and make the correct decision
• Make independent risk-based decisions.
• To be able to appropriately articulate updates and outcomes of investigations to internal/external stakeholders and/or customers using both verbal and written communication skills
• To work in agreed timescales within my Financial Approval Mandate
• Adhere to set processes and procedures to ensure the customers and Society are protected from Economic Crime and that the department is compliant with it’s legal and regulatory obligations
• Build relationships with stakeholders across the Society including other Protect Operational teams
• To take accountability and responsibility for different Economic Crime investigations, assess risks and managing/reporting Economic Crime types where appropriate
• To support with training, coaching and guiding colleagues within Protect by providing specialist knowledge and experience
• Contribute to the management of team’s mailboxes
• To elevate cases appropriately as per defined procedures

Qualification & Experience

• Excellent communication skills – able to communicate with a diverse range of people
• A high level of accuracy with attention to detail
• Experience working in a fast-paced, resilient customer facing environment
• Strong analytical, investigation and numerical skills
• The ability to work independently as well as part of a team
• Be able to demonstrate the ability to manage your time effectively and prioritise tasks
• To be competent in using different IT systems
• Excellent decision-making skills and the ability to work in a reactive environment

Our Benefits

• On-line recruitment process
• Refer & Earn Scheme
• 28 days’ holiday (including bank holidays), increasing to 30 days following your 1-year service anniversary
• Length of Service and monthly recognition awards
• Opportunities for career development and progression
• Employee welfare support with free access to our Mental Health Employee Assistance programme
• Pension Scheme
• Wide range of employee discounts