Customer Adviser

About Us
Williams & Glyn is the new name in Personal, Private, Business and Commercial banking.
Launching formally into the marketplace in 2017, we will be a UK bank, focused on driving change in the banking industry. We'll do this by putting the customer at the heart of everything we do, servicing the communities in which we reside with the level of professionalism and friendliness that they expect. We're creating a bank for our customers and all our employees to be proud of.
This is a unique opportunity to be part of a new UK bank from the outset, with all the exciting challenges and rewards that the journey will bring.
The role
We have an exciting opportunity to join a well-established and friendly fraud team as a Customer Adviser in our contact centre in Manchester. This is a full-time, temporary opportunity for customer focused individuals. The role offers an excellent reward package, including competitive salary and a generous holiday allowance. The role involves shift work either Tuesday to Saturday 3pm to 11pm or Sunday to Thursday 3pm to 11pm.
Responsibilities:
*Identify financial crime activity through effective assessments of alerts, delivered across a number of channels, including inbound & outbound telephony contact with external customers
*Identify and review customer positions that are at risk of/have suffered fraudulent activity
*Manage confirmed cases of financial crime to the appropriate end point, including internal handoffs, reports to regulatory bodies or customer exit through relevant process
*Effective use of full range of investigative tools including the internet, interface with internal partners, external customers as well as liaison with external agencies to reduce loss to the Bank
*Assistance in the provision of guidance and best practice/financial crime prevention knowledge to internal partners, external customers and agencies, where appropriate
*Maintain and process appropriate financial crime documentation to a high standard
*Provide training, support and coaching to team members when appropriate
*Develop a sound understanding of all financial crime types
*Work within a team to ensure all service level agreements are exceeded
*Provide world class customer service
About you
*Ability to promote customer advocacy, building new and deepening existing relationships to assist with their financial requirements
*Team work - display a 'One Team' approach to working in teams within and across the business area
*Professional approach to daily work activities, maintaining high standards of personal conduct and appearance
*Product knowledge
*Technology skills e.g. basic PC skills (Word, Excel), ability to use ATMs and Digital Banking
Desirable
*Understanding of Bank's sales, service, and risk processes
*Working knowledge of relevant systems and making banking easy
*Branch banking processes and procedures e.g. cash & service
What you'll get in return
*Upon joining the team you will receive an attractive reward package plus the opportunity to participate in a bonus scheme linked to helping our customers and the success of the business
*Generous holiday allocation of 33 days per year, made up of 25 days plus 8 bank holidays (pro rata for hours worked)
*A flexible reward package designed to benefit you as an individual - including discount vouchers for popular high street stores, discounted protection products such as life assurance and private medical cover, as well as childcare vouchers and other attractive options.
Closing date for this role is 16th August 2016
As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This role falls under Conduct Rules of the Individual Accountability Regime (IAR) and is subject to pre-employment screening. This means if your application is successful, you'll need to satisfy some important background checks before you can start working with us. These will include a full credit check, a criminal record check, residency and right to work checks.