As a Fraud Operations Consultant within Transactional Fraud Operations telephone-based team you’ll spend your time helping people when they call the bank with a concern, or we call them because we have identified an issue. You’ll be there to find out exactly what our customers need by listening and exploring their situation. We must put ourselves in our customers shoes, and try to feel what our customers are feeling, and in doing this well, will build trust and lasting relationships. Our customers may have been experiencing a challenging time due to fraudulent issues and emotions may be high, we will need you to empathise and draw on your interpersonal skills to show understanding to our customers’ and their own unique situations. Helping to protect our customers – and our business – from financial loss relating to fraud. Then you’ll make sure the right action gets taken.
We’re looking for enthusiastic people who bring a talent for talking to our customers, you’ll need to be resilient at times and empathetic in others, in order to help our diverse range of customers and situations.
- Say it straight – You’ll be there to give customers clear information and advice. There are no scripts, no jargon and no unachievable targets. You’ll answer calls, build a rapport and help make sure that every TSB customer gets the most out of what the bank has to offer.
- Look for better – Customers want to speak to friendly, helpful people when they call their bank. You’ll be able to find out exactly what our Customer’s needs are by listening to them and building good relationships, always looking to be better for each customer.
- Feel what customers feel – By feeling what the customers feel you’ll be able to consistently engage with them in the most productive way when they need us.
- Do what matters – Delivering for our customers and keeping things simple is key. You will support customers with all their banking queries and be keen to develop yourself to build capability and confidence enabling you to help customers in different ways.
Vacancy Type: Part Time
Job Location: Birmingham, England, UK
Application Deadline: N/A