Teleperformance
Fraud Specialist
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Fraud Specialist
Fraud Specialist
OFFICE BASED IN GLASGOW
Teleperformance is a fast-paced contact centre employer who works alongside household-known clients to deliver world-class customer service.
We have a fantastic opportunity for inbound customer service specialists for our Fraud Team on the Lloyds Banking Division campaign.
About the Role
- Start Date: Various 2026
- Salary:
- Dependent on experience
- Up to £28,500 (OTE of £29,500)
- Job Type: Full-Time – Permanent
- Operational Hours: After training, 10:00 – 23:00, Monday – Sunday (flexibility required).
- Training Programme:
- Duration: 2 weeks (based in Glasgow, City Park).
- Hours: 09:00am – 18:00pm, Monday – Friday.
- Onboarding & Flexibility:
- First 3 months working on-site in Glasgow.
- Ability to choose on-site or at-home working dependent on performance (after completion of probation).
Key Requirements
- Must evidence minimum 2 years of Financial Services experience in the UK at interview.
Who We Are Looking For
- Telephone Manner & Customer Service:
- A professional, polite, and courteous telephone presence.
- Excellent service delivery with an outgoing nature.
- Communication & Empathy:
- Fluent in English (verbal skills essential).
- Active listening with empathy, patience, and understanding.
- Problem-Solving & Decision-Making:
- Confident in dealing with difficult situations and making complex decisions.
- Independence and self-motivation in problem-solving.
- Confident in customer conversations.
- Attention to Detail & Accuracy:
- High levels of accuracy and focus on detail.
- Work Ethic & Mindset:
- Driven to meet achievable target goals.
- Excellent numeracy skills.
- Experience in working with vulnerable customers.
- Experience:
- Previous banking/financial services experience is highly desired.
- Previous call centre/customer service experience is essential.
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Role Responsibilities
- Inbound Call Handling:
- Answer calls with enthusiasm and a desire to help at first contact.
- Fraud & Scam Prevention:
- Raise cases for scams/fraud in online and telephony banking (Lloyds Banking Group portfolio).
- Handle objections, reassuring customers while safeguarding accounts.
- Investigation & Support:
- Assess pending payments for fraudulent risks or approval.
- Support customers across personal banking (e.g., transfers, direct debits, digital banking).
- Handle financial difficulty cases and credit card support.
- Educational Advocacy:
- Promote fraud prevention tools and Internet Banking access.
- Problem-Solving & Compliance:
- Lead investigations, take ownership of queries, and resolve efficiently.
- Ensure alignment with regulatory requirements.
- Document and resolve complaints at first touch.
- High-Pressure Handling:
- Maintain performance during busy periods.
- Demonstrate excellent time management.
- Vulnerable Customer Support:
- Provide empathetic support for complex cases.
- Process Expertise:
- Adhere to banking processes while explaining them clearly.
Values We Seek in a Candidate
- Process Excellence: Commitment to improving work quality.
- Collaboration: Enjoyment of teamwork.
- Communication: Clear, confident verbal and written expression.
- Emotional Intelligence: Ability to empathise, be kind, and relate effectively.
- Open-Mindedness: Willingness to adapt and grow.
- Critical Thinking: Logical decision-making.
- Solution Orientation: Forward-thinking approach to challenges.
- Entrepreneurship: Ownership, initiative, and self-driven mindset.
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Key Benefits
- Perks at Work: Savings discounts, free online classes.
- Help@Hand: Savings discounts, podcasts, wellbeing resources, access to:
- GP appointments
- Mental Health Support
- Financial Advice
- Legal Advice
- Insurance Cover: Up to £10,000 for critical illness.
- Cycle to Work Scheme
- Eyecare Support Voucher
- Holiday Purchase Scheme
- Length of Service Awards
- Workplace Pension
- ** Monthly Inspire Awards:** Recognition for exceptional performance.
- Refer-A-Friend Programme: Up to £1,200 referral bonus.
- Monthly Wellbeing Webinars
- Dedicated Employee Experience Team: Support for Teleperformance journeys.
- 28 Days’ Annual Leave (inclusive of bank holidays).
- Discounted Public Transport in Glasgow (First Bus).
Important Disclaimers & Notes
⚠️ Warning: Be cautious of fraudulent scams—Teleperformance only communicates via:
- ☎ UK phone number
- 📱 Registered text
- ✉️ Teleperformance or talent.icims email addresses
⚠️ Language Requirement: Proficiency scores supersede all other application marks. Rejection may apply if required language thresholds are not met.
Next Steps
Apply today—the recruitment team will respond within 48 hours. For early queries, feel free to contact them in advance.
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