Fraud Customer Advisor
Location: Edinburgh (Gogarburn) – Hybrid working available after training
Contract Type: 12-Month Temporary (potential to extend or become permanent)
Start Date: June 2026
Pay Rate: 13.75 per hour (up to 16.81 with shift allowance)
Hours: 35 hours per week, Monday-Sunday (8:00am – 10:00pm, including bank holidays)
Overview
A customer-focused role within financial services, specialising in fraud prevention and customer protection. Responsible for supporting customers who may be at risk of fraudulent activity, delivering high-quality service while ensuring compliance with regulatory standards and internal controls. This role contributes to safeguarding both customers and the organisation from financial crime.
Key Responsibilities
- Identify and prevent fraudulent activity using risk indicators, internal systems, and fraud detection tools
- Investigate customer cases thoroughly, analysing account activity and escalating complex issues where required
- Provide clear, empathetic support to customers affected by potential fraud, ensuring reassurance and resolution
- Collaborate with internal departments and external partners to resolve cases efficiently and accurately
- Maintain accurate records in line with financial services regulations and compliance standards
- Contribute to continuous improvement initiatives to enhance fraud prevention processes and customer experience
- Manage a high volume of cases in a fast-paced, target-driven environment
Skills & Experience
- Previous experience in customer service, ideally within financial services or a regulated environment
- Strong telephony skills with the ability to handle sensitive and high-pressure situations
- Excellent communication skills, both written and verbal
- High attention to detail with strong analytical and problem-solving abilities
- Ability to multi-task across multiple systems and prioritise workload effectively
- Proficient in IT systems, including Microsoft Office and data entry platforms
- Strong teamwork and collaboration skills
If you’re empathetic, resilient, and want a role where every call is a chance to protect and support someone, then this Customer Service Advisor – Fraud Department position could be the perfect fit.
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