Fraud Specialist – OFFICE BASED IN GLASGOW
Teleperformance is a fast‑paced contact centre employer who works alongside a number of household known clients to deliver world‑class customer service.
Job Information
Start Date: Various 2026
Salary: Salary dependent on experience and up to £28,500 with OTE of £29,500
Job Type: Full Time – Permanent
Working Hours: 40 hours per week, including training. Operational hours after training require full flexibility between 10:00 and 23:00 Monday to Sunday. Training is 2 weeks based in Glasgow, City Park, 09:00am–18:00pm Monday–Friday.
Joining the team: First 3 months working on‑site in Glasgow, then opportunity to choose on‑site or at‑home depending on performance after successful completion of all probation requirements.
Minimum interview requirement: Minimum 2 years of financial services experience in the UK, proved at interview.
Responsibilities
- Answer inbound calls with enthusiasm and a desire to help customers at the first point of contact.
- Raise scam and fraud cases for online and telephony banking across the Lloyds Banking Group portfolio.
- Handle objections whilst ensuring customers that we are here to help them and keep their account secure.
- Investigate pending payments with the aim to approve where there are no concerns of fraudulent activity or scams.
- Provide a positive experience for all customers, helping with bank transfers, direct debits and digital banking support.
- Assist customers who may be going through financial difficulty and debit card support.
- Promote channels such as Internet Banking and ensure customers are aware and have access to the bank’s services.
- Own each query, ensuring they are resolved, delivering a positive outcome.
- Support all customers in accordance with regulatory requirements protecting the customer.
- Record all complaints in line with policy and, where possible, resolve at first touch.
- React quickly during busy periods and manage a wide variety of customers.
- Work with vulnerable customers and resolve complex cases.
- Follow banking processes and clearly explain them to customers.
Qualifications
- Professional, polite, courteous telephone manner.
- Excellent service delivery and outgoing nature.
- Excellent verbal communication with fluency in English.
- Good listener conveying empathy, patience and understanding.
- Confidence and proactivity to deal with difficult situations.
- Ability to work independently and make complex decisions.
- Self‑motivated and able to problem‑solve.
- Interpersonal skills and teamwork.
- Driven to work towards achievable targets.
- Excellent numeracy skills.
- Experience with vulnerable customers.
- Ability to educate customers on fraud protection.
- Previous banking/financial services experience highly desired.
- Previous call centre/customer service experience essential.
Values We Look For
- Process Excellence: Strive to improve work.
- Collaboration: Work well with others.
- Communication: Speak and write clearly and confidently.
- Emotional Intelligence: Empathise, be kind and good with others.
- Open‑Mindedness: Accept new ideas and thinking.
- Critical Thinking: Make logical decisions.
- Solution Orientation: Forward‑thinking mindset focused on resolving challenges.
- Entrepreneurship: Own tasks, develop, self‑driven mindset.
Benefits
- Perks at Work – Savings discounts, free online classes.
- Help@Hand – Savings discounts, podcasts, 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.
- Monthly Wellbeing Webinars.
- Dedicated Employee Experience Progress – support the journey.
- 28 day annual leave (inclusive of bank holidays), increasing with length of service.
- Discounted bus travel in Glasgow (First Bus).
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