Fraud Administrator - Customer Service

Fraud Administrator

Chester

Job Description

This customer contact role requires the associate to work fraud alerts across all channels to ensure the right action is taken and to prevent financial crime. It is vital that the associates prevent/detect fraud on customer accounts, whilst balancing the need to ensure genuine spends can continue to protect the Banks revenue lines.

Responsibilities

• Reviewing fraud alerts to understand which require further investigation with the customer or appropriate third parties
• Taking internal calls and/or making external calls to speak with the customer to ascertain if a case is fraud or not
• For confirmed fraud, setting up fraud cases ensuring the information is accurate and correct fraud type used
• Use of questions to ensure all potential first party/family fraud cases are investigated and where appropriate passed to the Claims Validation team
• Ensuring key SLA's are achieved across all work stream
• Ensuring cases are worked within the productivity goals as outlined in the annual PDP
• Ensuring accuracy of fraud cases set up
• Customer contact to ensure the case can be worked as appropriate
• To help reduce financial crime, ensure any new fraud trends or suspicious activity it reported to, Special Investigations, Strategy, AML and/or Internal Investigations

Requirements

• Experience within a customer contact role and an ability to deal with very sensitive situations
• An understanding of how we prevent and detect Financial crime at MBNA
• Excellent oral and written communication skills
• Self motivated and results orientated
• A sound knowledge of Fraud
• Flexible approach to work
• Ability to work effectively and independently in a high volume environment
• Ability to shift focus from to varying tasks throughout the day
• Experience of working in a control focused environment
• Excellent attention to detail
• Strong analytical and organisational skills.
• Previous experience within F&O and OTC Clearing preferable
• Being confident delivering presentations to senior audiences.

*Ajilon Consultant* You will be an integral part of Ajilon (Adecco), a FTSE500 Global organisation with over 52 clients and sole supplier to the largest organisations nation and world wide. As an Ajilon employee you will be entitled to a regular salary, annual bonus payment, pension contributions, holiday and sick pay, plus a number of additional benefits such as medical insurance, income protection, critical illness and life insurance, access to our discounted benefits website and library of online training materials and future career and certification opportunities. This great opportunity is being offered on a PAYE basis which means a LTD/Umbrella company cannot be used.