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Form of work
SalaryFraud and Scams Customer Service Advisor
Northampton
Salary - £30,000 per annum
Rotating Shifts - 35hrs per week, rotating between 7am-11pm Monday to Sunday
As a Barclays Fraud and Scams Customer Service Advisor, you will be our first line of defence against Fraud and scam losses with 50-100% of our time being telephony based, driving prevention and supporting customers who have been a victim of financial harm and assessing vulnerability, always making a positive impact. Fraud Operations is a fast-paced environment where no two days are the same. We are looking for passionate, inquisitive, and determined individuals to help fight Fraud and protect our customers from financial harm.
Barclays is one of the world's largest and most respected financial institutions, established in 1690, with a legacy of success, quality, and innovation. 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.
At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, ‘anchor’, days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.
- 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 empathetic skills
- Analysing and interpreting information from various sources
- Solving problems and dealing with contentious issues whilst maintaining excellent Customer Service at all times
- Dealing with and resolving all general fraud customer queries
- Being required to make outbound calls to customers to confirm activity on a potential fraud/scam prevention case
What we’re looking for:
- Be customer centric with experience of operating in either a telephony or face to face Customer Service role and awareness of complaints management and resolution
- Receptiveness and resilience to change while being adaptable to move to different roles/tasks when required to assist our customers
- Awareness of the increasing regulatory requirement to enable us to support our vulnerable customers
- Excellent verbal communication and social skills with experience of building trusted relationships showing empathy, building rapport and and having a passion to help
Skills that will help you in the role:
- Pro-active problem solving and decision-making abilities with a focus on delivering high quality outcomes
- A collaborative approach to handling issues 
- Performance driven with the ability to use your own initiative in seeking resolution
- Fraud/Scams experience and banking knowledge preferable
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.
#LI-Hybrid
