Customer Service Advisor - Fraud Department. LilyLifestyle

Customer Service Advisor - Fraud Department

Glasgow (City Park)

Full-Time Permanent 26,000 - 28,500

Looking to take the next step in your banking career? We're hiring Fraud Specialists to join a fast-paced and highly supportive fraud team based in Glasgow City Park.

As a Fraud Specialist, you'll play a vital role in protecting customers from scams and fraudulent activity while delivering exceptional service. This is an exciting opportunity for an advisor with a background in banking who enjoys problem solving, helping customers, and making a real difference every day. It is also a great new opporutnity for someone who has worked in a regulated/ financial services environment.

As a Fraud Specialist, you will:

• Handle inbound customer calls relating to suspected fraud or scams
• Investigate suspicious transactions and raise fraud cases
• Support customers who may be vulnerable or experiencing financial difficulties
• Approve or decline payments based on fraud risk assessments
• Provide reassurance and guidance to customers affected by fraud
• Educate customers on how to protect themselves from scams
• Ensure all activity follows regulatory and banking compliance standards
• Take ownership of customer queries and deliver first-call resolution wherever possible

To succeed as a Fraud Specialist, you should have:

• Minimum 12 months experience within a UK banking or Financial Services/Regulated environment.
• Ability to understand banking terminology and processes
• Excellent attention to detail and problem-solving skills
• Confidence handling sensitive conversations, including with vulnerable customers
• Ability to work in a fast-paced, high-volume call environment
• Strong decision-making skills and a customer-first mind

• 26,000 - 28,500 salary (depending on experience)
• Regular overtime opportunities
• 28 days annual leave (including bank holidays)
• 10% discount on local bus travel
• Pension scheme
• Employee wellbeing support including GP access, financial advice, and mental health resources
• Cycle to Work scheme
• Employee discounts and reward programmes

• 40 hours per week (full-time permanent)
• Training: 2 weeks on-site in Glasgow, Monday-Friday 09:00 - 18:00
• Operational hours after training:
• On-site: 10:00 - 19:00
• After 3 months: opportunity for hybrid or home working, with shifts between 10:00 - 23:00 Monday-Sunday
• Please note:
  
  No holidays within the first 6-8 weeks during training and onboarding.