Fraud Adviser - Telephony

Job Title: Fraud Adviser - Telephony
Contract Type: Temporary
Location: Dunfermline
Salary: £10.12 per hour, Benefits: Overtime, flex pay and pay progression opportunities
Start Date: 2019-08-07
Reference: CK:Dunf
Contact Name: Craig Kerr
Contact Email:
Job Published: July 19, 2019 14:42

Job Description

Are you an experienced customer service or banking professional looking to work within a fraud environment? 

Our large financial client based in Pitrieve, Dunfermline are looking for candidates to come in and work on the phones as fraud advisers dealing with new and existing customers complex fraud queries. You will provide excellent customer service, provide fair outcomes and fulfil customers needs while mainting group values and behaviors 

  • Take ownership of customer’s Fraud enquiries, using appropriate skills, personal judgement and decision-making in an efficient and effective manner providing the highest level of customer service, aiming to meet the needs of our Fraud customers at first touch
  • Adapt well to change and implementation, ensuring it is consistently evidenced through knowledge of products/ processes and actions/ behaviour
  • Show that you care about your customers, utilising all feedback provided to understand and improve our customers’ experience, escalating any barriers which may hinder a seamless customer experience whilst taking ownership to move the customer as far along their journey as possible
  • Behave in a manner that at all times places the customer first and observes proper standards of market conduct. Act with skill, care and diligence in providing services to customers, treating them sensitively and flexibly and responsively

Control Environment:
  • Effectively comply within the Customer Treatment Standards, including internal policy guidelines and external regulatory guidelines to ensure a robust and consistent approach to make the right decisions and do the right thing for our customers
  • Comply with the Colleague Conduct Rules, putting customers’ interests at heart and taking personal responsibility for the way you conduct yourself in the workplace
  • Keep up to date with mandatory training ensuring that you have the appropriate skills and knowledge to remain competent to undertake the role

  • Take ownership of personal development and performance, and regularly assess and develop your performance during coaching, feedback and 1:1s
  • Recognise the need for an inclusive and caring environment where all colleagues feel welcomed, valued and able to contribute as an individual. Value differences and treat both colleagues and customers as individuals
  • Live the Group’s Values and Behaviours and Codes of Responsibility

About You:
  • Previous banking experience desireable
  • Customer service or experience
  • Attention to detail
  • IT Literate
  • Must be able to pass a vetting and screening process which includes criminal and credit checks

If this sounds like something you would be interested in, please apply below.