Customer Service Representative

Date:  Mar 26, 2024

Middlesbrough, GB

Requisition ID:  8150

Lloyds Banking Group – Inbound Fraud Advisor

Hours – 37.5 hours per week between the operating hours of Mon-Sun 7am-11pm,

£12 per hour, £23,400 per year

*** After satisfactory completion of training and assessment, potential to work remotely from home ***

Full Time Permanent Contract!

Working within the Debit Card Fraud operation is an interesting role coming with great job satisfaction. Daily, you will deal with bank customers subject to fraudulent transactions including responding to customer calls in relation to confirmed or suspected fraud on their Debit Card. We also deal with suspected Fraudulent transactions whereby the bank has blocked the transaction for security and the customer contacts us to confirm the discuss.

To be an effective Fraud Prevention Specialist it is beneficial to:

  • Be eagle-eyed, have a keen eye for detail and investigation.
  • Be comfortable asking the uncomfortable questions and challenge people with confidence.
  • To act without hesitation when necessary and make independent choices.

Each role Fraud area we work in involves handling incoming calls, accurately identifying the caller and then understanding whether fraud has taken place or not. You will then be empowered to make an informed decision to approve/reject the transaction or to authorise a refund to the customer.

Benefits of working at Firstsource

There is a huge list of benefits of working for Firstsource, here’s some of our favourites;

  • Health Shield Medical Cashback Plan
  • 29 days off every year (pro rata), rising with every year of employment
  • Fortnightly Pay
  • Employee Discounts with well-known retailers
  • Town Centre Location
  • A kitchenette equipped with fridges, microwaves & coffee makers
  • Amazing progression opportunities
  • Job security, guaranteed hours
  • Casual dress code

You’ll also be working for the 2023 winner of the Best Outsourced Contact Centre in the North East!

Who are we looking for?

Amazing customer service is at the heart of everything we do! This means we are looking for people who are customer focused, with great listening skills and who are pro-active about taking ownership of all customers’ queries. Our future agents will also have the ability to deal with sometimes difficult customers and handle tricky customer conversations, while staying professional when things get tough. And most importantly, are driven to go above and beyond for our customers.

What can you expect in this role?

You’ll start your time with us by going through our 6 week award winning training! First 2 weeks will be spent in the classroom learning about all of our state of the art banking systems and getting to grips with the different services available to our customers. The next 4 weeks will be spent doing on the job training. This means that our team of experienced Firstsource employees will be there on hand whenever you get stuck or want to double check anything you have learned, so that you can perform to your fullest potential! After training that’s when the fun really starts. You will be moved onto a fixed shift pattern so you'll always know your hours. You will have plenty of opportunities to earn extra incentives with regular daily, weekly and monthly incentives that can be based on your performance or even something completely non-work related like who has the best Christmas jumper or best dressed on pyjamas day!

Career Progression

You’ve probably heard in other job adverts say that career progression is an option, well at Firstsource it is pretty much inevitable, majority of our agents will start with doing general customer service, but progress into other roles. This can be anywhere from more advanced areas to Recruitment or HR. Also there are great opportunities to move into leadership roles. We are passionate about investing in our own employees, so if you put in the work, the sky is truly the limit!

Firstsource is an equal opportunities employer, which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.

*** Please note that, as you will be working in a highly regulated industry, we have a thorough referencing process, which includes credit, criminal record and right to work checks. Having an adverse history will not necessarily rule you out but will be checked on an individual basis. ***