Fraud Customer Care Advisor

Barclays

12d•Hybrid

About The Position

Join us as an Fraud Customer Care Advisor, where you will play a crucial role in protecting our customers from fraudulent activity acting with empathy and understanding during challenging situations. This role may involve inbound and outbound calls, conduct investigations, and managing cases with care and precision. With a strong focus on delivering outstanding customer service, report writing and case management, you’ll ensure every customer feels supported and informed throughout. You will be placed within a collaborative and knowledgeable team, with excellent mentors who will provide full training and guide you to ensure you have everything you need to succeed in this vital role at Barclays. For this role you would be expected to work 35hrs per week, working shift patterns between Monday-Sunday 7am-11pm on a hybrid basis. Successful candidates will undergo a training period which can last up to 12 weeks with mixture of onsite and working from home, you will be expected to work more onsite during the first 12 weeks of your training. We ask that you have no holidays during the first four weeks to ensure smooth onboarding and training experience. To excel in this role, you should have: Passion for delivering outstanding customer service Strong case management skills Strong investigation skills Excellent written and verbal communication skills Proficient in using IT systems and digital tools Strong attention to detail

Requirements

Passion for delivering outstanding customer service
Strong case management skills
Strong investigation skills
Excellent written and verbal communication skills
Proficient in using IT systems and digital tools
Strong attention to detail

Nice To Haves

Previous experience in fraud
Stakeholder management skills
Understanding of full‑serve processes

Responsibilities

Collaboration across multiple digital channels to personalise each interaction with a customer.
Enhancing the bank's digital capabilities when current technology is identified as not yet ready to support.
Provision of exceptional customer service to clients by responding to inquiries, resolving issues and handling client requests efficiently.
Support the collaboration of internal stakeholders including sales, operational, and risk management teams to meet client needs and expectations, so that transactions are executed accurately and on time.
Support teams within the business operations function as needed, including risk management, compliance and collections.
Comply with all regulatory requirements and internal policies related to customer care.
To provide resolutions for customer queries/issues and personalise each interaction through the use of multiple communication channels.
To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
Escalate breaches of policies / procedure appropriately.
Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to.
Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
Make evaluative judgements based on the analysis of factual information, paying attention to detail.
Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
Guide and persuade team members and communicate complex / sensitive information.
Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.