Fraud Helpdesk Advisor

at  Payuk

As a Helpdesk Advisor, you will be a key member of the Fraud Services Helpdesk, providing first-level support to Payment Service Providers (PSPs) for any queries or issues related to the Authorised Push Payment Refunds (APPR) and Confirmation of Payee (CoP) platforms. You will play a crucial role in ensuring high levels of customer satisfaction and compliance with Pay.UK’s service standards.

Key Accountabilities:

• Query HandlingAct as the first point of contact for PSPs, managing queries related to the APPR and CoP platforms, and providing accurate and timely resolutions.
• Customer Service ExcellenceDeliver exceptional customer service, ensuring all queries are addressed in a professional and efficient manner.
• Escalation of Complex QueriesEscalate complex or unresolved issues to the Fraud Customer Service Manager or appropriate internal teams while maintaining clear communication with PSPs.
• Service Desk AdministrationLog and track all queries and service interactions using helpdesk tools, ensuring accurate documentation for future reference.
• Compliance & Process AdherenceEnsure all queries are resolved in line with Pay.UK’s policies and relevant regulatory guidelines.

Other obligations:

• Ensure compliance with all Pay.UK policies and procedures and complete required compliance training in a timely manner.
• Comply with Pay.UK’s Data Protection Policy and all associated procedures and processes and communicate any data protection risks to the Data Protection team without delay.
• Promote diversity and inclusion across Pay.UK to build a workforce that reflects the users we serve and provides equal opportunity for all colleagues.

Qualification and Experience:

• Experience in customer service, preferably in a financial services (specifically fintech) or technology environment.
• Familiarity with fraud prevention or payment platforms such as APPR and CoP is desirable.
• Strong communication skills with the ability to explain complex concepts clearly to customers.Attention to detail and the ability to handle multiple tasks and priorities in a fast-paced environment.
• Experience using helpdesk or CRM software, such as Zendesk, ServiceNow, or similar.
• Problem-solving skills and the ability to escalate issues when necessary.A customer-first attitude with a focus on delivering high-quality service.

Core Skills and Competencies:

• Customer Service: Previous experience in customer service, ideally within a financial services or payments environment. Preferably within a banking or Fraud capacity.
• Communication: Strong verbal and written communication skills for handling PSP queries.
• Attention to Detail: Ability to handle multiple queries with accuracy and professionalism.
• Problem-Solving: Skills in identifying and escalating issues for efficient resolution.

At Pay.UK, we value diversity and inclusivity. Research has shown that candidates from underrepresented groups may hesitate to apply unless they meet all the requirements listed. We encourage all qualified candidates to apply, regardless of how closely their skills and experience match the requirements. We are committed to supporting accessibility needs and creating a welcoming environment for all employees. Become part of our team and contribute to the creation of an inclusive work environment that values everyone’s unique input.

ABOUT US

Pay.UK maintains and develops the UK retail payment systems and standards that are core to the economy being able to function on a day-to-day basis.
From Bacs to Faster Payments and cheques – we act as the single operator for all UK retail payments. We put the needs of consumers and businesses at the heart of everything we do, working in the public interest to ensure that the systems the country relies on for its banking transactions are safe, open, innovative and resilient.
Our payment systems underpin the services that enable funds to be transferred between people and institutions. In 2023, the UK’s retail payment systems processed 11.4 billion transactions worth £9.3 trillion through Bacs Direct Credit, Direct Debit, Faster Payments, and cheques, and our Current Account Switch Service has facilitated over 10.2 million switches since its launch in 2013.
Every day, people and businesses use the services we provide to get their salaries, pay their bills and make online and mobile banking payments. Our vision for the future is to enable a vibrant economy, with Pay.UK delivering the best-in-class payment infrastructure and standards for the benefit of consumers and businesses nationwide.

Please refer the Job description for details