Fraud Customer Service Advisor

Fraud Customer Service Advisor - Glasgow (City Park)
Full-Time Permanent 26,000 - 28,500
Looking to take the next step in your banking career? We're hiring Fraud Customer Service Advisor to join a fast-paced and highly supportive fraud team based in Glasgow City Park.
As a Fraud Customer Service Advisor, you'll play a vital role in protecting customers from scams and fraudulent activity while delivering exceptional service. This is an exciting opportunity for an experienced Fraud Customer Service Advisor with a background in banking who enjoys problem solving, helping customers, and making a real difference every day.
If you have at least 18 months' experience in a UK banking environment and strong customer service skills, this could be the perfect opportunity to develop your career as a Fraud Customer Service Advisor.

What You'll Be Doing
As a Fraud Customer Service Advisor, you will:

• Handle inbound customer calls relating to suspected fraud or scams
• Investigate suspicious transactions and raise fraud cases
• Support customers who may be vulnerable or experiencing financial difficulties
• Approve or decline payments based on fraud risk assessments
• Provide reassurance and guidance to customers affected by fraud
• Educate customers on how to protect themselves from scams
• Ensure all activity follows regulatory and banking compliance standards
• Take ownership of customer queries and deliver first-call resolution wherever possible

What We're Looking For
To succeed as a Fraud Customer Service Advisor, you should have:

• Minimum 18 months experience within a UK banking or financial services environment
• Strong customer service and communication skills
• Ability to understand banking terminology and processes
• Excellent attention to detail and problem-solving skills
• Confidence handling sensitive conversations, including with vulnerable customers
• Ability to work in a fast-paced, high-volume call environment
• Strong decision-making skills and a customer-first mindset

Experience within fraud investigation or financial crime is highly desirable.

Salary & Benefits

• 26,000 - 28,500 salary (depending on experience)
• Regular overtime opportunities
• 28 days annual leave (including bank holidays)
• 10% discount on local bus travel
• Pension scheme
• Employee wellbeing support including GP access, financial advice, and mental health resources
• Cycle to Work scheme
• Employee discounts and reward programmes

Working Hours

• 40 hours per week (full-time permanent)
• Training: 2 weeks on-site in Glasgow, Monday-Friday 09:00 - 18:00
• Operational hours after training:
  • On-site: 10:00 - 19:00
  • After 3 months: opportunity for hybrid or home working, with shifts between 10:00 - 23:00 Monday-Sunday

Please note: No holidays within the first 6-8 weeks during training and onboarding.

Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.