Fraud Specialist

Fraud Specialist – Office based in Glasgow

Teleperformance, a fast‑paced contact centre employer, works alongside a number of household known clients to deliver world class customer service. We have a fantastic opportunity for an inbound customer service specialist for our Fraud Team on the Lloyds Banking Division campaign.

• Start Date: Various 2026
• Salary: Up to £28,500 (base) with OTE of £29,500
• Job Type: Full Time – Permanent
• Working Hours: 40 hours per week (including training). Operational hours after training – full flexibility between 10:00 – 23:00 Monday – Sunday
• Training: 2 weeks based in Glasgow (City Park). Training hours 09:00 – 18:00 Monday – Friday
• Onboarding: First 3 months onsite in Glasgow, then option to work on‑site or remotely based on performance

Minimum 2 years of financial services experience in the UK. Previous banking/financial services experience highly desired; previous call centre/customer service experience essential.

• Answer inbound calls with enthusiasm and a desire to help customers at the first point of contact.
• Raise scam and fraud cases for online and telephony banking across the Lloyds Banking Group portfolio.
• Handle objections while ensuring customers that we are here to help them and keep their accounts secure.
• Investigate pending payments aiming to approve where there are no concerns of fraudulent activity or scams.
• Support and provide a positive experience for all customers by helping with all aspects of personal banking (bank transfers, direct debits, digital banking support).
• Assist customers who may be going through financial difficulty and debit card support.
• Promote channels such as Internet Banking and ensure customers are aware and have access to the Bank’s services.
• Problem‑solve – take ownership of each query and ensure resolution, delivering a positive outcome.
• Ensure customers are supported in accordance with regulatory requirements that protect them.
• Record all complaints in line with policy and resolve at first touch where possible.
• React quickly when busy and handle a variety of customers – excellent time management.
• Work with vulnerable customers and help resolve complex cases.
• Follow banking processes and clearly explain them to customers.

• Professional, polite, courteous telephone manner.
• Outgoing nature and excellent verbal communication skills; fluency in English essential.
• Good listener with empathy, patience and understanding.
• Confident and proactive in dealing with difficult situations and conversations.
• High levels of accuracy and attention to detail.
• Ability to work independently and make complex decisions.
• Self‑motivated and able to effectively problem‑solve.
• Interpersonal skills.
• Driven to work towards achievable targets.
• Excellent numeracy skills.
• Experience working with vulnerable customers.
• Ability to educate customers on how to protect themselves against fraud.

• Process Excellence: Strive to improve work and do things well.
• Collaboration: Enjoy working with others and being a team player.
• Communication: Speak and write clearly and confidently.
• Emotional Intelligence: Empathise, be kind, and work well with others.
• Open‑Mindedness: Be open to new ideas and different ways of thinking.
• Critical Thinking: Think logically when making decisions.
• Solution Orientation: Forward‑thinking mindset focused on resolving challenges.
• Entrepreneurship: Take ownership, embrace new tasks, and develop a self‑driven mindset.

• Perks at Work – Savings discounts, free online classes.
• Help@Hand – Savings discounts, podcasts, wellbeing resources, webinars.
• GP, mental health, financial and legal advice.
• Critical illness cover up to £10,000.
• Cycle to Work scheme.
• Eyecare support voucher.
• Holiday purchase scheme.
• Length of Service awards.
• Workplace pension.
• Monthly Inspire Awards for high performers.
• Refer‑A‑Friend – earn up to £1,200.
• Monthly wellbeing webinars.
• Dedicated employee experience progress program.
• 28 days annual leave (inclusive of bank holidays), increasing with length of service.
• Discounted bus travel in Glasgow (First Bus).

Equal Opportunities: Teleperformance is an equal opportunity employer. Candidates of all backgrounds are encouraged to apply.