Fraud Operations Consultant - Transactional Fraud Operations

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Job description

Job Role:Transactional Fraud Operations Consultant (Part time, Evenings & Weekends, 16 or 20 hours) - JANUARY START DATE

Location: Sheldon and surrounding area

Salary: £19,000 (rising to £21,000 within 12 months depending on performance)

We're looking for people who are as passionate as we are about providing a brilliant experience to customers.

At TSB we're here to make banking better for everybody by helping people be confident in managing their money - we call this Money Confidence.

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.

You'll live in Sheldon and the surrounding area, be able to travel to our Sheldon office for induction training and some collaborative working. After the induction, this role will be primarily home based.

If working remotely (home based) is new to you, don't worry, we'll give you the support and equipment you need to get step up, including a company laptop. In return we ask that you have a suitable environment to work that allows you to focus on our customers without distraction.

We'll pay you £19,000 from day one, with the potential to increase to £21,000 within 12 months depending on performance and how you are able to help our customers. Other benefits include an annual award based on company performance (10% on target), an extra 4% of your salary to spend on flexible benefits each year, a company pension scheme and 22 days holidays (plus bank holidays).

We'll need you answering calls when our customers need us, you'll work 35 hours per week between 8am and 9pm Monday to Sunday. Your shifts may vary week on week, we'll ensure you know your shift pattern at least 4 weeks in advance.

Wherever you work in TSB, you can make a real difference to your career, our business, and the wider community.

We're passionate about giving our colleagues great career experiences. We believe banking is just as much about people as it is about money. So, we make sure our colleagues have everything they need to do a great job.

We're not like other high street banks. We're careful not to lend more than our customers can afford and we invest every penny deposited with us back into supporting loans and mortgages to other TSB customers.

What we need today

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.

At TSB we:

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.
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.
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.
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.

So, if this sounds right up your street, come and join our growing team. We make things happen!

We are TSB. We are a place for everyone, so whoever you are and wherever you work, you can be yourself here.