Fraud Specialist

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Fraud Specialist – Office Based in Glasgow Overview Teleperformance is a fast‑paced contact centre employer working with well‑known clients to deliver world‑class customer service. We have a fantastic opportunity for an inbound customer service specialist for our Fraud Team on the Lloyds Banking Division campaign. Key Details Start Date: Various 2026Salary: Up to £28,500, with OTE of £29,500Job Type: Full Time – PermanentWorking Hours: 40 hours per week (including training). Training hours 09:00‑18:00, Monday‑Friday. Operational hours after training: full flexibility between 10:00‑23:00, Monday‑Sunday.Training: 2 weeks based in Glasgow, City Park. On‑site period: first 3 months, after which you may choose on‑site or at‑home, dependent on performance. Qualifications
Minimum 2 years financial services experience in the UK. Previous call centre/customer service experience essential. Previous banking/financial services experience highly desired. Fluency in English. Excellent verbal communication, outgoing nature, good listening, empathy, patience, and understanding. High levels of accuracy and attention to detail. Ability to work independently and make complex decisions. Self‑motivated, problem‑solving ability. Excellent numeracy skills. Experience working with vulnerable customers.
Responsibilities
Answer inbound calls with enthusiasm and a desire to help customers. Raise scam and fraud cases for online and telephony banking across the Lloyds Banking Group portfolio. Handle objections while reassuring customers their account remains secure. Investigate pending payments to approve where no concerns of fraud or scams. Provide a positive experience for all customers – support bank transfers, direct debits, and digital banking. Assist customers facing financial difficulty and debit‑card support. Promote banking channels and ensure customer access to full range of services. Resolve inquiries efficiently, aiming for first‑touch resolution. Support vulnerable customers and resolve complex cases. Follow banking processes and communicate clearly to customers. React quickly during busy periods – excellent time management.
Values & Competencies
Process Excellence – continuous improvement of work. Collaboration – teamwork. Communication – clear, confident speaking and writing. Emotional Intelligence – empathy and kindness. Open‑Mindedness – openness to new ideas. Critical Thinking – logical decision making. Solution Orientation – proactive challenge resolution. Entrepreneurship – ownership and self‑driven mindset.
Key Benefits
Perks at Work – savings discounts, free online classes. Help@Hand – savings discounts, podcast, wellbeing resources, webinars, access to GP mental health support, financial and legal advice. Critical Illness – up to £10,000. Cycle to Work Scheme. Eyecare support voucher. Holiday Purchase Scheme. Length of Service Awards. Workplace Pension. Monthly Inspire Awards. Refer‑A‑Friend – earn up to £1,200. Monthly Wellbeing webinars. Dedicated Employee Experience Progress support. 28‑day annual leave (incl. bank holidays), increased with length of service. Discounted bus travel in Glasgow (First Bus).
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Location:
Coatbridge
Job Type:
FullTime

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