Fraud & Customer Resolution Advisor

We are looking for experienced Fraud & Customer Resolution Advisors to help support a leading retail banking provider in their central Glasgow offices on a contract basis. 

This is a hybrid working role, 3-days per week onsite in Central Glasgow (40 hours per week) on a full-time basis. You must be fully available for training onsite Monday-Friday, 9am-6pm for the first 3 weeks. In return, you will receive a salary of £167.48 per day, via an umbrella company. 
 
It will be an initial 3-month contract, with a start date of 26th October, but comes with the likely option to extend further for successful candidates.   

The city centre offices offer a great location for travel, and provide a modern working environment with onsite refreshments and a supportive training environment.   

As a Fraud & Customer Resolution Advisor, your key responsibilities and day-to-day activities will include:

Handling a high volume of Fraud enquiries via phone, chat, and email.
Resolving queries across a range of General Banking products and services/Fraud Complaint.
Investigating and following up on complex issues, escalating to relevant teams when needed.
Maintaining quality and meeting SLAs to ensure timely resolution.
Working closely with internal teams to advocate for customers and improve service delivery.
Supporting continuous improvement initiatives in processes and customer journeys.
Offering tailored, empathetic solutions by listening to individual circumstances.
We’re looking for a Fraud & Customer Resolution Advisor with:

Demonstratable experience of strong customer service focus and a customer centric mindset (within a banking or fraud environment would be beneficial)
Resilience in dealing with customers who may have been victims of scams and fraud
Experience in speaking with vulnerable customers
Ability to manage and adapt in a busy, pressurised and frequently changing environment.
High level of accuracy and attention to detail ensuring work is of the highest quality.
Ability to work under own initiative and a keen willingness to learn.
Excellent organisational skills, in order to plan and manage multiple workstreams.
Excellent written and verbal communication abilities as well as strong interpersonal skills.
Proficient in Microsoft Office (Outlook, Word, Excel).
Ability to commute to Glasgow for onsite working.   
To apply for this role as Fraud & Customer Resolution Advisor, please click apply online and upload a copy of your latest CV.

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