CUSTOMER SERVICE REPRESENTATIVE (FRAUD)

We are seeking dedicated and empathetic Customer Service Representatives to join our existing team and support customers via inbound calls with the desire to assist as a first point of contact. As a Customer Service Representative, you will be responsible for raising and investigating potentially fraudulent activity or scams cases in a timely and professional manner on behalf of our Banking client’s customers, ensuring a high level of customer service.
Start Date: Thursday 2nd October 2025

JOB RESPONSIBILITIES:

• Investigation: Responsible for investigating, identifying, and resolving customer queries.
• Customer Advocacy: Act as ambassadors for our client, ensuring that customer concerns are addressed promptly and professionally. If we’ve made a mistake, take ownership of this.
• Resolution Management: Work diligently to resolve concerns, aiming for fair and equitable outcomes for both customers and the company.
• Communication: Maintain clear and effective communication with customers and stakeholders throughout the resolution process.
• Collaboration: Liaise with internal teams, including client support areas, to ensure the best experience for our clients.
• Adaptability: Ability to adapt to changing situations and learn from each complaint to improve processes.

ROLE REQUIREMENTS:

• Proven experience in a Customer Service role preferably in a contact centre environment, financial services experience would also be desirable.
• Excellent communication and interpersonal skills.
• Strong negotiation and closing skills.
• Ability to work independently and as part of a team.
• Goal-oriented with a drive to succeed in a competitive environment.
• Familiarity with using computer systems.
• Persistent and resilient attitude towards challenges.
• Adaptability to quickly learn about new products and industries.
• Ability to work under pressure and meet deadlines