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Fraud Analyst, Customer Service, Call Centre

Eingestellt von IDPP

Gesuchte Skills: Support

Projektbeschreibung

Fraud Analyst, Customer Service, Call Centre - Peterborough

We are a global Financial Technology group of companies, operating in the Prepaid Credit Card space, currently seeking a Customer service Representative for a role to analyse fraud alerts on credit cards.

ROLE PURPOSE

A challenging and exciting opportunity has arisen for an ambitious individual to join the Fraud Screening Team supporting our Pre Paid Card Programs, providing guidance and assistance to our Global Cardholders in delivering excellent fraud and sanction screening 24/7, 365 days.

The team process all potential Fraud and Sanction Alerts generated from all Card Programs both Consumer and Corporate. Almost 300,000 alerts were processed by the team in the first half of 2014, saving £2m in revenue. The team operate 24/7 to ensure that all alerts are processed as quickly and efficiently as possible. The response times are key in protecting the business from potential financial loss and minimising any inconvenience to the Cardholder.

The key purpose of the role is to mitigate fraud losses by handling Fraud and Sanction alerts as appropriate, where potential fraud is suspected on the Pre-Paid Card protecting the business from reputational and financial damage. During this process a customer focused and cost effective service across the operation is imperative.

KEY ACCOUNTABILITIES

- Effectively handle all alerts and complete appropriate follow-up work in accordance with procedures and escalation processes, with high level attention to detail and accuracy
- To identify Fraud Alert Arrival patterns ensuring efficient & timely processing
- To make and receive calls incorporating the Customer Experience
- The ability to identify trends and patterns and providing feedback on new rules is key
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Ensure that response time to queues and quality targets are achieved
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Protect the business from potential financial loss and exposure
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Identify own coaching needs

CORE SKILLS

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Previous Fraud experience would be desirable
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Interest in Fraud
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Analytical skills
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Able to achieve and maintain high levels of performance
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Have a good understanding of the Prepaid card business
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Able to achieve high levels of continuous improvement, with a strong emphasis on customer service
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Skilled communicator with excellent interpersonal skills
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Excellent team player, able to contribute to ideas and innovations, willing to share information and provide support and guidance to others
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Effective planning, organisational and analytical skills
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Be flexible and positive about changes in priority
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A good understanding of a call centre environment
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The ability to work to targets and tight deadlines

SHIFT WORK - 2 ROLES FOR 2 SHIFTS ON OFFER

- Night shift: 7 night on, 7 off - comprising 10.5 hour shifts and a night shift allowance on top of the standard hourly rate
- Afternoon shift: 10.5 hours 1.30pm - 11pm
- Please specify your preferred shift

If available and interested in hearing more, kindly send through an updated CV.

Hope to hear from you soon.

Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

  • Kategorie:

    Sonstiges

  • Skills:

    support

IDPP