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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