Customer Service | Bradford | Fraud

---

Job description

Customer Service | Bradford | Fraud

Bradford, United Kingdom

WHAT YOU WILL BE DOING

WHAT YOU WILL BE DOING

Join our community.

At Santander we're driven by our purpose - to help people and businesses prosper. We help our customers at the moments that matter most and champion businesses to help them to grow sustainably. That's why we're building a community to be a digital bank with a human touch and deliver an outstanding customer experience living our values of Simple, Personal and Fair.

As a Fraud Payments colleague, you'll be the first point of telephone contact for our customers, this will involve a lot more than just answering questions.

We're passionate about helping people and businesses prosper and we strive to be simple, personal and fair in everything we do. That's why we've built a culture of respect, where everyone is empowered to keep their promises and go above-and-beyond for our customers, colleagues and the communities we serve.

The difference you will make.

Championing customer service, reporting Non-Plastic Fraud and Card Fraud.

Ensuring we do the right thing for our customers and tenacious in putting things right when things do go wrong, dealing Fraud, Scam and payment queries, helping customers and providing a service that is second to none.

Supporting with High Value and High-Risk transactions.

Building natural rapport and ability to engage in a way that makes our customers feel valued.

Resolving payment queries, following a common-sense approach, profiling in relation to Fraud and having great Scam Conversations.

Sharing best practice with our colleagues.

What you will bring.

Exceptional listening and communication skills with the ability to show empathy in a customer situation

Experience of working within a customer services role, previous telephony experience not essential

It would also be nice for you to have.

First class product knowledge and understanding of internal processes and procedures, good computing, and numeracy skills

Strong teamwork with a high level of motivation

What else you need to know.

Given the impact of the Coronavirus outbreak we will be conducting all interviews via telephone or video-conference where possible.

This is a Permanent position; the role sits within our Fraud Payments Contact Centre. You'll be working in the bustling centre of Bradford just one minute from the Bradford interchange, or a five-minute walk from our nearest train station. With an onsite restaurant, plenty of local shops, childcare options, and gyms nearby, there's something for everyone.

Working Hours will be:

Option 1: 35 hours per week, between 7am-8pm Monday to Sunday, 3 in 4 weekends.

Option 2: 35 hours per week Monday to Friday 12pm -8pm

At Santander, we each take personal responsibility for managing risk by embracing the I AM Risk framework - to Identify, Assess, Manage and Report risks, and to continuously build a deeper understanding of the risks we face. It is an important part of our culture at Santander and we will provide you with knowledge to help you manage risks in your role.

#ThePlaceToBeYourself - Everyday Inclusion at Santander

We are committed to making sure all our colleagues feel they belong and are supported to succeed. Our customers come from a wide range of backgrounds, and so do our people, so we welcome applications from across society.

You can find out more about how we're embedding an inclusive culture that encourages our people to bring their full and authentic selves to work on our Inclusion and Belonging page here .

Why take on a new role in the Fraud Centre of Excellence?

Being part of the Fraud and Payments Centre you will gain an introduction into the Fraud Centre of Excellence.

You will be the first point of contact for our customers to report Fraud & Scams to us. Being part of a team with a strong coaching culture, you will develop the skills required to grow your knowledge and ability to support our customers through times of vulnerability.

We are very passionate about developing our people to be the best they can be and have a clear path for progression, supporting you to meet your ambitions.

How we'll reward you.

In addition to your salary, we offer a wide range of benefits that you can choose from and tailor to your needs.

Eligible for a discretionary performance-related annual bonus

Pension with generous contributions of up to 12.5% from Santander, depending on your own contribution and length of employment with us

25 days' holiday plus bank holidays, which increases to 26 days after 5yrs service, with the option to purchase up to 5 contractual days per year

Voluntary healthcare benefits at discounted rates such as private medical insurance, dental insurance, healthcare cash plan and health assessments

Benefits supporting you and your family, such as death-in-service benefit, income protection, and voluntary life assurance and critical illness cover

24/7 access to an online employee discount platform

Share in Santander's success by investing in our Sharesave and Partnership shares plans

Support your favourite causes through charitable giving and our community partnerships

For more information about our wide range of benefits and family friendly policies visit our website .

What to do next:-

If this sounds like a role you're interested in, then please apply.

WHAT WE ARE LOOKING FOR

EXPERIENCE

EDUCATION

COMPETENCIES