Firstsource
Customer Service Advisor – Banking
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About Firstsource
Firstsource Solutions Limited is a leading global provider of business process management (BPM) services, helping organizations transform customer experiences through digital innovation, automation, analytics, and operational excellence. With a presence across multiple countries, Firstsource serves clients across healthcare, banking and financial services, communications, media, and technology.
Learn more about us at https://www.firstsource.com
Job description:
Fraud Customer Service Advisor
Location: Onsite, West George Street, Glasgow
Shifts: Monday to Sunday | Between 7:00am – 11:00pm (rotational) Hybrid/Work from home opportunities following successful completion of training and assessment
Protect Customers. Build Your Career. Make a Difference.
Looking for a career where every conversation matters?
Join our award-winning Contact Centre team supporting one of the UK's leading banking groups. As a Fraud Customer Service Advisor, you'll play a vital role in protecting customers from financial crime, helping people when they need it most while building a long-term career with excellent training, support and progression opportunities.
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If you enjoy solving problems, helping others and working in a fast-paced environment, we'd love to hear from you.
What You'll Be Doing
Every day is different. You'll:
- Support customers who may have experienced fraudulent activity on their accounts.
- Investigate suspicious transactions and identify potential fraud risks.
- Ask the right questions to understand each customer's circumstances.
- Provide reassurance and guidance during what can often be a stressful situation.
- Use multiple systems to assess information and make informed decisions.
- Work closely with your team to stay ahead of emerging fraud trends and scams.
- Deliver outstanding customer service while meeting regulatory and compliance standards.
What We're Looking For
We're looking for people who genuinely enjoy helping others and thrive in a customer-focused environment.
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Essential Requirements
- Recent experience in Financial Services or a Contact Centre environment.
- A strong and stable employment history.
- A good credit history, as this role is subject to financial background checks and vetting.
You'll Also Bring
- Excellent communication and listening skills.
- Confidence using multiple computer systems.
- Strong problem-solving and decision-making abilities.
- Empathy, patience and resilience.
- A positive attitude and willingness to learn.
- A collaborative approach and great teamwork skills.
Why Join Us?
We know our people are our greatest strength, so we invest in your success from day one.
Our Benefits Include
- Competitive salary
- Company pension scheme
- Enhanced maternity and paternity pay
- Life insurance
- Health & wellbeing support programme
- Employee discounts
- Casual dress environment
- Ongoing mentoring and career development
- Company events
- Bereavement leave
- Hybrid working opportunities following successful completion of training and assessment
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