Customer Service – Fraud Specialist

Role Overview

• Gathering evidence from customer claim submissions via in-app chat and inbound/outbound calls
• Probing for additional information where required
• Investigating claims with empathy, accuracy, and attention to detail
• Making decisions on cases and upholding or declining fraud claims up to £5,000
• Submitting accounts for closure where first-party fraud concerns are identified
• Triaging cases over £5,000 for escalation
• Safeguarding compromised accounts and taking appropriate action to restore safe account usage
• Providing advice and support to victims of fraud
• Completing all required post-investigation actions

Requirements

• Excellent written and verbal English communication skills
• Previous customer service experience or similar
• Strong investigative, problem-solving, and decision-making skills
• The ability to be both independent and collaborative
• Confidence working to deadlines

Benefits

• Perks at Work – Savings Discounts / Free Online Classes
• Help@Hand
• Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, 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 – For the best of the best
• Refer-A-Friend earns up to £1,200 for you
• Monthly Wellbeing Webinars
• Dedicated Employee Experience Progress – Here to support TP journey