Fraud Team Member

TSYS Managed Services has an exciting opportunity and is looking to fill Fraud Team Member vacancies in Coventry. The successful applicants will join us on a full time, permanent basis and will receive a very competitive salary +non contractual bonus scheme.

Fraud Team Members will be responsible for liaising with our client customer base regarding transactions on their account/s that have been deemed potentially fraudulent or the customer feels is fraudulent.  The Team Member will be responsible for delivery exceptional customer experience during any contact they have with the customer and they will also be responsible for arranging new cards to be issued in cases where fraud has been confirmed.

Fraud Team Members will work under supervision delivering output according to pre-defined operational and business targets. Delivering superior performance and a first class experience for our specialist clients, for their customers and for our team members. They may be required to provide professional services in a standalone role.

The role will involve Inbound and/or outbound calls.

Key Fraud Team Member Responsibilities:

- Contact customers to establish authenticity of transactions following correct ID&V protocol

- Adopt appropriate questioning techniques to deal with card holders

- Handle queries to the satisfaction of the customer and the department

- Takes appropriate preventative action in order to minimise losses to the client

- Collate update and maintain departmental records/databases to ensure company and client requirements are met.

- Resolution of non-technical queries

- Participate in round table discussions

Key Fraud Team Member Competencies:

- Customer/Client  Focus -  Putting Customers First

- Negotiation and Decision Making – Rising to the Challenge

- Communication – Inspiring Confidence

- Teamwork - Delivering Best Value

- Results and the Customer Experience – Exceeding Expectations

Behavioural Competencies:

- Resilience and motivation

- Good communication Skills

- Teamwork

- Industry & technical knowledge

- Attention to detail & quality orientation

- Customer service focus

- Energy and achievement

- Empathy

- Knowledge of the current Complaints Procedure and Regulatory requirements

- Flexibility

Essential Education & Experience required by our Fraud Team Member:

- Educated to GCSE level or equivalent including English and Mathematics.

- Up-to-date regulatory knowledge

- PC and  Keyboard Skills

- Credit Card/ Banking Industry Experience

- Strong questioning, negotiating /probing  skills

- Good written and oral communication skills

- Enthusiastic and flexible approach with the ability to work as part of a team

If you feel you have the skills and experience needed to become our Fraud Team Member please click ‘Apply’ now.

TSYS Managed Services is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

NO AGENCY INTEREST PLEASE