[Hiring] Customer Service - Fraud Specialist @Teleperformance

Role Description

Join Our Banking & Financial Services Team – Financial Crime & Fraud. At Teleperformance, we deliver an outstanding customer experience, at every single opportunity, as a result of our commitment, passion and dedication to excellence. We are expanding our Banking & Financial Services division and are looking for experienced professionals to join our Financial Crime & Fraud team. If you have at least one year of experience in the banking or financial services industry, we’d love to hear from you.

What You’ll Be Doing

• 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

Qualifications

• 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

Requirements

• Process Excellence - Doing things well means something to you and you will always strive to improve on your work.
• Collaboration - You enjoy working with others and you like working as a team player.
• Communication - You can speak and write clearly and in a confident manner.
• Emotional Intelligence - You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others.
• Open-Mindedness - You are able to be open to different ways of thinking and new ideas.
• Critical Thinking - You are able to think logically when making decisions.
• Solution Orientation - Having a forward thinking mindset focused on resolving challenges.
• Entrepreneurship - Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset.

Skills needed to be a Customer Service Representative

• A professional, polite and courteous telephone manner
• Ability to deliver excellent service with outgoing nature
• Excellent verbal communication skills
• A good listener who can convey empathy, patience and understanding
• Confident and proactive to deal with difficult situations and conversations
• High levels of accuracy and attention to detail
• Be driven to work towards achievable targets

Benefits

• Perks at Work – Savings Discounts / Free Online Classes
• Help@Hand - Savings Discounts / Podcast / Wellbeing Resources / 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