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Customer Service - Fraud Prevention Advisor

• Salary - £30,000 (full time equivalent)
• Location - Northampton
• Working pattern – Full time (35hrs) and Part time (min of 20 hrs p/w) available
• Hybrid working - You will be required to work onsite at Barclays 1 day per week, the rest of the week you can work from home
• Shift work – Rotating shifts, Mon – Sun, including evenings and weekends 7am-8pm.

NB - Please be aware that during the initial 6-8 weeks training you will be required to work full time and attend your local office more frequently

As a Barclays Fraud Prevention Advisor, you will be our first line of defense against fraud and scam loss, driving prevention and providing customer support. Fraud Operations is a fast-paced environment where no two days are the same. As a member of our wider Specialist Customer Care network, your role will be dynamic and include objectives such as proactively investigating suspected fraud/scam transactions and customer behaviours, supporting customers who have been a victim of financial harm and assessing vulnerability, always making a positive impact.

We are looking for passionate, inquisitive and determined individuals who are able to operate within our Challenge, Drive and Empower mindset in order to help fight fraud and protect our customers from financial harm.

Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality, and innovation behind us. We offer careers that provide endless opportunity – helping millions of individuals and businesses thrive and creating financial and digital solutions that the world now takes for granted.

Working Flexibly

We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognizes and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a career, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs.

We are currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. We’re flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month, or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. We also have a flexible working process where, subject to business needs, all colleagues globally can request work patterns to reflect their personal circumstances. Please discuss the detail of the working pattern options for the role with the hiring manager.

What will you be doing?

• Working on your own initiative, investigating suspicious activity to reduce fraud losses
• Supporting customers who have been a potential victim of a fraud / scam showing strong empathetic skills whilst speaking on the phone to our customers via our inbound and outbound functions.
• Analysing and interpreting information from various sources.
• You will be responsible for solving problems and dealing with contentious issues whilst maintaining excellent customer service at all times.
• Dealing with and resolving all general fraud customer queries
• You will be required to make outbound calls to customers to confirm activity on a potential fraud/scam prevention case

What we’re looking for:

• You will demonstrate strong accuracy and attention to detail in all aspects of the role
• Strong empathetic skills
• Experience in financial services would be an advantage although not essential
• Computer literate with knowledge of MS Office packages
• Excellent telephony and customer service skills

Skills that will help you in the role:

• Strong communication and influencing skills
• Pro-active problem solving and decision making abilities with a focus on delivering high quality
• A collaborative approach to handling issues
• Performance driven with the ability to use your own initiative in seeking resolution

How we will reward you?

• Up to 12% of your basic salary towards your Barclays Pension Savings Plan (BPSP)
• Discretionary performance-related annual bonus
• 25 days holiday allowance plus bank holidays with the option of buying or selling
• Rewarding employee share option plans
• Life assurance cover of 8 times your basic salary with voluntary cover for your partner
• Income protection of up to 50% of your basic salary after 2 years service
• Private Medical Scheme cover including access to WellBeing
• Voluntary health benefits for you, your partner, and dependants including Dental Plan, Critical illness and Personal Accident Cover
• My Rewards Discounts/Perks at Work that helps you saves on products and services including shopping, eating and leisure activities
• x2 paid days per year for skill based community participation to support the Barclays citizenship agenda
• Bike4work scheme – Tax efficient way for you to hire a bike to cycle to work.
• Drive Electric – the Barclays Car Leasing Scheme

Where will you be working?

Northampton was the birthplace of Barclaycard in 1966 and we've been based in Pavilion Drive since the building opened in 1997. This state-of-the art energy efficient building holds up to 2,500 staff. The office location is perfect for travel from the midlands and London alike as we are based just off the A45, it is easily accessible by both car and bus routes.

Job Types: Full-time, Part-time, Permanent
Part-time hours: 20-35 per week

Salary: £30,000.00 per year

Benefits:

• Casual dress
• Company pension
• Cycle to work scheme
• Private medical insurance
• Referral programme
• Sick pay
• Work from home

Schedule:

• Day shift

Work Location: Hybrid remote in Northampton, NN4 7SG

Reference ID: 00280702