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Fraud Operations Associate

Posted 18 November 2022
Salary £22,000
LocationLeeds
Job type Permanent
DisciplineContact Centre

Job description

We’re looking for several Fraud Operations Associates to play an instrumental part in educating and supporting customer who havs been a victim of fraud.

This is a hybrid-role where you may spend up to half of your time remote working. For the days you work in our contact centre in Leeds you’ll benefit from free onsite catering, free car parking, shower facilities and a multi-faith prayer room.

Working a minimum of 1 weekend day per week, and some shifts finishing at 7pm you will receive 26 days annual leave plus extra days awarded for bank holidays.

You will have plenty of patience, empathy and the ability to use specialist questioning skills. These calls can sometimes be challenging as customers are distressed and on occasion be upset at their transactions being declined.

This is an interesting and varied role – you will at times need to determine if the call is genuine customer or the "fraudster".

Benefits

·        Free onsite catering

·        The opportunity to work up to half of your time remotely

·        Free car park

·        Prayer room

·        Onsite showers

·        26 days holiday package, plus additional days awarded for bank holidays

·        Progression opportunities

Your Skills and Experience

ESSENTIAL

  • Experience IN delivering excellent customer service within a fast-paced contact centre

  • Confident decision maker

  • Listening and effective communication skills (both written and verbal)

  • Work well under pressure

  • Investigation skills and techniques

  • The ability to prioritise and complete your work to agreed timescales

  • Identifying problems and finding solutions

  • Work well within a team environment

  • The ability to prioritise and complete your work to agreed timescales

  • Flexible and adaptable to change

DESIRABLE

  • Working experience of Falcon & Hunter Fraud Prevention systems

  • Knowledge of Mastercard Chargebacks and Section 75

Inclusion

We are an equal-opportunity employer and value diversity at our company. We want all our colleagues to feel able to bring their whole selves to work. We will not discriminate on the basis of age, physical or mental disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality, and ethnic or national origin), religion or belief, sex and sexual orientation. We will ensure that individuals with disabilities are provided reasonable adjustments to participate in the application and interview process.