Fraud Customer Service Advisor

At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, 'anchor', days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.
What will you be doing?

• Working on your own initiative, investigating suspicious activity to reduce fraud losses 


• Helping customers who have been a potential victim of a fraud /scam showing excellent empathetic skills


• Analysing and interpreting information from various sources


• You will be accountable for solving problems and dealing with contentious issues whilst maintaining excellent customer service at all times


• Dealing with and resolving all general fraud customer queries


• You will be required to make outbound calls to customers to confirm activity on a potential fraud/scam prevention case
  
  Be customer centric with experience of operating in either a telephony or face to face customer service role and awareness of complaints management and resolution


• Receptiveness and resilience to change while being adaptable to move to different roles/tasks when required to support our customers


• Awareness of the increasing regulatory requirement to enable us to support our vulnerable customers


• Excellent verbal communication and interpersonal skills with experience of building trusted relationships showing empathy, building rapport and and having a passion to help


Skills that will help you in the role:

• Pro-active problem solving and decision-making abilities with a focus on delivering high quality outcomes


• A collaborative approach to handling issues 


• Performance driven with the ability to use your own initiative in seeking resolution


• Fraud/Scams experience and banking knowledge preferable
  
  Barclays is one of the world's largest and most respected financial institutions, established in 1690, with a legacy of success, quality, and innovation. We offer careers that provide endless opportunity - helping millions of individuals and businesses thrive and creating financial and digital solutions that the world now takes for granted., Northampton was the birthplace of Barclaycard in 1966 and we've been based in Pavilion Drive since the building opened in 1997. This state-of-the art energy efficient building holds up to 2,500 staff. The office location is perfect for travel from the midlands and London alike as we are based just off the A45, it is easily accessible by both car and bus routes.