Fraud & Scams Contact Centre Officers - Multiple Positions
Core
Supporting customers who have experienced or may be at risk of fraudulent activity, scams, or unauthorised transactions in a banking contact centre.
Role type
Fraud & Scams Contact Centre Officer
Builds
Customer support outcomes for financial crime prevention
Domain
Banking / Financial Services / Fraud Prevention
Deliverable
client delivery
Required skills
Empathy, problem-solving, active listening, attention to detail, investigative skills, ability to follow structured procedures, resilience
Preferred skills
Banking or financial services contact centre experience, fraud detection, scam prevention, transaction disputes, financial crime, AML/KYC, collections, financial hardship
Responsibilities
Handling inbound customer enquiries relating to suspected fraud, scams and unauthorised transactions; Gathering relevant information and asking appropriate questions to understand customer circumstances; Identifying potential fraud indicators and escalating suspicious activity in accordance with internal procedures; Maintaining accurate customer records and case notes; Following banking policies, privacy requirements and compliance procedures; Meeting quality, productivity and service standards within a fast-paced contact centre
