Fraud Specialist

About The Company

Teleperformance is a global leader in customer experience management, renowned for delivering exceptional service solutions to a diverse portfolio of clients across various industries. With a strong presence in multiple countries, Teleperformance is committed to fostering an inclusive and innovative work environment that values excellence, integrity, and collaboration. The company prides itself on its dedication to employee development, customer satisfaction, and operational excellence, making it an employer of choice for professionals seeking growth and stability in the customer service sector.

Teleperformance is a global leader in customer experience management, renowned for delivering exceptional service solutions to a diverse portfolio of clients across various industries. With a strong presence in multiple countries, Teleperformance is committed to fostering an inclusive and innovative work environment that values excellence, integrity, and collaboration. The company prides itself on its dedication to employee development, customer satisfaction, and operational excellence, making it an employer of choice for professionals seeking growth and stability in the customer service sector.

We are excited to offer a unique opportunity for a Fraud Specialist to join our office-based team in Glasgow. This role is integral to our Lloyds Banking Division campaign, where you will be responsible for handling inbound customer inquiries related to fraud and security concerns. As a Fraud Specialist, you will serve as the frontline defense against fraudulent activities, assisting customers in safeguarding their accounts and personal information.

The position requires a proactive and empathetic approach, with a focus on delivering excellent service while efficiently resolving complex issues. The role offers a full-time permanent contract, with initial on-site training followed by flexible working arrangements, including the option to work remotely based on performance and preference.

The ideal candidate will possess a minimum of two years of experience in the UK financial services sector, demonstrating a solid understanding of banking processes, fraud prevention, and customer service. Previous experience working in a call center or customer service environment is essential. Candidates should have excellent verbal and written communication skills in English, along with strong numeracy and analytical abilities.

A professional, courteous telephone manner, high attention to detail, and the ability to handle sensitive situations with empathy are crucial. Experience working with vulnerable customers and educating clients on fraud prevention is highly desirable. Additionally, candidates must be self-motivated, proactive problem-solvers capable of making informed decisions independently.

• Answer inbound calls with enthusiasm, demonstrating a genuine desire to assist customers at their first point of contact.
• Raise scam and fraud cases related to online and telephony banking services across Lloyds Banking Group.
• Handle objections confidently, reassuring customers that their security is the top priority.
• Investigate pending payments, approving transactions where no fraudulent activity or scams are identified.
• Support customers with various banking needs, including bank transfers, direct debits, and digital banking support, ensuring a positive customer experience.
• Assist customers facing financial difficulties and provide debit card support as needed.
• Promote digital channels such as Internet Banking, ensuring customers are aware of and can access the full range of banking services.
• Take ownership of each query, resolving issues efficiently while maintaining regulatory compliance.
• Record and resolve customer complaints promptly, aiming for first-contact resolution whenever possible.
• Manage a high volume of calls effectively, demonstrating excellent time management and adaptability during busy periods.
• Work with vulnerable customers, providing tailored support and resolving complex cases with sensitivity.
• Follow banking processes clearly and explain procedures to customers in an understandable manner.

Our employees enjoy a comprehensive benefits package designed to support their wellbeing and professional growth. This includes access to perks at work savings discounts, free online classes, and wellbeing resources such as webinars, mental health support, financial advice, and legal guidance. Employees are covered by critical illness insurance up to £10,000 and can participate in schemes like Cycle to Work and Holiday Purchase.

Additional perks include eyecare vouchers, length of service awards, a workplace pension, and monthly recognition through Inspire Awards. The company also offers a Refer-A-Friend scheme with rewards up to £1,200, and discounted travel options within Glasgow. Employees benefit from 28 days of annual leave, inclusive of bank holidays, which increases with…