Customer Service -Fraud Specialist (Prevent)

Overview

Join Our Banking & Financial Services Team – Financial Crime & Fraud
Teleperformance certified as great place to work UK in 2025!

At Teleperformance, we deliver an outstanding customer experience, at every single opportunity, as a result of our commitment, passion and dedication to excellence.

We are expanding our Banking & Financial Services division and are looking for experienced professionals to join our Financial Crime & Fraud team. If you have at least one year of experience in the banking or financial services industry, we’d love to hear from you.

Details You’ll Want to Know

Start Date: 1st June 2026

Salary: £27,580.80 per annum. Competitive pay with opportunities to grow and develop your career.

Location: Work from Home

Hours: Full-Time – 40 hours per week. Shifts between 8:00 am and 22:00 pm, Monday to Sunday.

Training: 3 weeks of comprehensive training, followed by 5 weeks of supported working.

Contract Type: Permanent

Background Checks: Right to Work in the UK; Criminal Record Check; Credit Check; Sanction; CIFAS; Any other relevant pre-employment screening.

Please note: No holidays or time off can be taken during your first 8 weeks of employment.

About The Financial Crime & Fraud Team

Our mission is to earn and maintain customer trust, support safe growth for our clients, and contribute to a safer society.

Fraud Investigators play a vital role in achieving this mission.

What You’ll Be Doing

• Gathering evidence from customer claim submissions via in‑app chat and inbound/outbound calls
• Probing for additional information where required
• Investigating claims with empathy, accuracy, and attention to detail
• Making decisions on cases and upholding or declining fraud claims up to £5,000
• Submitting accounts for closure where first‑party fraud concerns are identified
• Triaging cases over £5,000 for escalation
• Safeguarding compromised accounts and taking appropriate action to restore safe account usage
• Providing advice and support to victims of fraud
• Completing all required post‑investigation actions
• Investigate and review payment attempts to ensure customers are not falling victim to a scam
• Reviewing customer accounts and activity to determine if they are committing fraud

You Should Apply If You Have…

• Excellent written and verbal English communication skills
• Previous customer service experience or similar
• Strong investigative, problem‑solving, and decision‑making skills
• The ability to be both independent and collaborative
• Confidence working to deadlines

Values We Look For You To Have

Process Excellence- Doing things well means something to you and you will always strive to improve on your work.

Collaboration- You enjoy working with others and you like working as a team player.

Communication- You can speak and write clearly and in a confident manner.

Emotional Intelligence- You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.

Open-Mindedness- You are able to be open to different ways of thinking and new ideas.

Critical Thinking- You are able to think logically when making decisions.

Solution Orientation- Having a forward thinking mindset focused on resolving challenges.

Entrepreneurship- Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset.

Skills Needed To Be a Customer Service Representative

• A professional, polite and courteous telephone manner
• Ability to deliver excellent service with outgoing nature
• Excellent verbal communication skills
• A good listener who can convey empathy, patience and understanding
• Confident and proactive to deal with difficult situations and conversations
• High levels of accuracy and attention to detail
• Be driven to work towards achievable targets

Financial Sector - Key Responsibilities

• Provide exceptional and efficient customer service across our telephone, email, webchat and social media channels
• Use your problem-solving skills to support our customers, resolve their query and create a positive experience
• Ensure that all customers are supported in accordance with regulatory requirements which aim to protect our customers
• Have excellent attention to detail
• Be knowledgeable of our client’s process and products and how best to support the customer

Benefits Of Being a Customer Service Representative

• Perks at Work – Savings Discounts / Free Online Classes
• Help@Hand - Savings Discounts / Podcast / Wellbeing Resources / Webinars / Access to GP’s, Mental Health Support, Financial Advice, Legal Advice
• Critical Illness – up to £10,000
• Cycle to Work Scheme
• Eyecare support voucher
• Holiday Purchase Scheme
• Length of Service Awards
• Workplace Pension
• Monthly Inspire Awards – For the best of the best
• Refer-A-Friend earns up to £1,200 for you
• Monthly Wellbeing Webinars
• Dedicated Employee Experience Progress – Here to support TP journey

Disclaimer Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through our official channels - UK phone number, text or Teleperformance or talent.icims email address. If you receive any suspicious communications claiming to be from Teleperformance, please disregard them and report the incident to our team. Your security is our priority.

Disclaimer Please note, only candidates who meet specific language proficiency scores will be able to proceed on this campaign. This supersedes any other pass mark you may receive. Where you pass the assessment but not the above requirements we will endeavour to find other suitable roles for you; however this may not be possible and we reserve the right to reject your application.

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