Fraud Specialist

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 an inbound customer service specialist for our Fraud Team on the Lloyds Banking Division campaign.

• 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:
  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
• Joining the team:
  First 3 months working on‑site in Glasgow, then opportunity to choose on‑site or at‑home working after successful completion of probation.

• Minimum 2 years Financial Services experience in the UK (must evidence at interview)
• A professional, polite and courteous telephone manner
• Ability to deliver excellent service with an 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
• High levels of accuracy and attention to detail
• Independent and able to make complex decisions
• Self‑motivated and able to solve problems effectively
• 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
• 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 account secure
• Investigate pending payments to approve where there are no concerns of fraudulent activity or scams
• Support and provide a positive experience for all customers by helping them with all aspects of personal banking (e.g., bank transfers, direct debits, digital banking support)
• Help customers that may be going through financial difficulty and debit card support
• Promote channels such as Internet Banking and ensure all customers are aware and have access to the Bank’s complete range of services
• Problem‑solve – take ownership of each query and ensure these are resolved, making a real positive difference for customers
• Support customers in accordance with all regulatory requirements which aim to protect them
• Record all customer complaints in line with policy and, where possible, resolve at first touch, delivering an efficient outcome for the customer
• React quickly when the day gets busy and handle a wide variety of customers – excellent time management
• Work with vulnerable customers and help resolve complex cases
• Follow banking processes and explain them clearly to customers

• Process Excellence – Do things well and always strive to improve.
• Collaboration – Enjoy working with others as part of a team.
• Communication – Speak and write clearly and confidently.
• Emotional Intelligence – Empathise, be kind and good with others.
• Open‑Mindedness – Be open to different ways of thinking and new ideas.
• Critical Thinking – Think logically when making decisions.
• Solution Orientation – Forward‑thinking mindset focused on resolving challenges.
• Entrepreneurship – Take ownership, not afraid to take on new tasks, develop and be self‑driven.

• Perks at Work – Savings discounts, free online classes
• Help@Hand – Savings discounts, podcasts, wellbeing resources, webinars, GP and mental health support, financial and legal advice
• Critical Illness – up to £10,000
• Cycle to Work Scheme
• Eye care support voucher
• Holiday purchase scheme
• Length of Service awards
• Workplace pension
• Monthly Inspire awards – for the best of the best
• Refer‑A‑Friend – up to £1,200 earned
• Monthly wellbeing webinars
• Dedicated Employee Experience Progress…