Customer Service -Fraud Specialist (Pursue) - Remote

Our mission is to earn and maintain customer trust, support safe growth for our clients, and contribute to a safer society. Fraud Investigators play a vital role in achieving this mission. What You'll Be Doing Gathering evidence from customer claim submissions via in‑app chat and inbound/outbound calls Probing for additional information where required Investigating claims with empathy, accuracy, and attention to detail Making decisions on cases and upholding or declining fraud claims up to £5,000 Submitting accounts for closure where first‑party fraud concerns are identified Triaging cases over £5,000 for escalation Safeguarding compromised accounts and taking appropriate action to restore safe account usage Providing advice and support to victims of fraud Completing all required post‑investigation actions Investigating and reviewing payment attempts to ensure customers are not falling victim to a scam Reviewing customer accounts and activity to determine if they are committing fraud Qualifications Minimum 1 year of experience in the banking or financial services industry Excellent written and verbal English communication skills Previous customer service experience or similar Strong investigative, problem‑solving, and decision‑making skills Ability to work independently and collaboratively Confidence working to deadlines Values Process Excellence – Doing things well and constantly striving to improve your work Collaboration – Enjoy working with others as a team player Communication – Speak and write clearly with confidence Emotional Intelligence – Empathise, show kindness and work well with others Open‑Mindedness – Be open to different ways of thinking and new ideas Critical Thinking – Think logically when making decisions Solution Orientation – Focus on resolving challenges with a forward‑thinking mindset Entrepreneurship – Take ownership, embrace new tasks and develop a self‑driven mindset Skills A professional, polite and courteous telephone manner Ability to deliver excellent service with an outgoing nature Excellent verbal communication skills A good listener who can convey empathy, patience and understanding Confident and proactive in dealing with difficult situations and conversations High levels of accuracy and attention to detail Driven to work towards achievable targets #J-18808-Ljbffr