Customer Fraud Support Specialist

Job Description

Purpose of the role

To monitor customer accounts for suspicious/fraudulent activities and take appropriate action when required. 

Accountabilities

• Execution of customer query support, including credit card inquires, account management and case resolution related to suspected fraud.
• Collaboration with various internal stakeholders across function projects and law enforcement agencies in cases of potential fraud.
• Development and implementation of fraud prevention strategies and procedures, including the use of fraud detection tools and technologies.
• Support teams within the business operations function as needed, including risk management, compliance, and customer care.
• Identification and implementation of trends and developments to regulatory requirements and internal policies related to fraud prevention and detection activities.
• Management and development of KPIs to measure the effectiveness of customer care fraud prevention operations, utilising data and technology to support the identification of areas that require improvement.
• Monitoring financial transactions for potential fraudulent and suspicious activities and conduct investigations and report fraud incidents.

Analyst Expectations

• To meet the needs of stakeholders/ customers through operational excellence and customer service
• Perform prescribed activities in a timely manner and to a high standard
• No people leadership roles at this grade.
• Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of team members.
• Identify escalation of policy breaches as required.
• Take responsibility for customer service and operational execution tasks.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Gain and maintain an understanding of own role, how the team integrates to achieve overall objectives, alongside knowledge of the work of other teams within the function.
• Work within well-defined procedures that may involve a variety of work routines.
• Demonstrate an understanding of the procedures.
• Evaluate and select the appropriate alternatives from defined options.
• Make judgements based on the analysis of factual information.
• Build relationships with stakeholders and customers to identify and address their needs, in support of a smooth operating process, handling sensitive issues as required.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

As a Customer Fraud Support Specialist, your role will be crucial in identifying and preventing fraudulent activities. Your onsite availability will ensure you can effectively collaborate with your team and address issues promptly. With experience in call centre operations and customer service, whether in-person or virtual, you will bring valuable insights and skills to the role. Your experience working in a hybrid or virtual environment will demonstrate your adaptability and ability to manage tasks remotely. Additionally, moderate computer literacy and experience in troubleshooting technical issues will be essential in navigating various systems and resolving problems efficiently. Your dependability and reliable work ethic will make you a trusted member of the team. Previous experience in fraud detection, bank operations, or call centre banking will provide a strong foundation for understanding and mitigating risks.

To be successful as a Customer Fraud Support Specialist, you should have experience with:

• Availability to work onsite
• Experience in call centre operations
• Experience in customer service, whether in-person or virtual
• Experience working in a hybrid or virtual environment

Additionally, the following skills are highly valued:

• Moderate computer literacy
• Experience in troubleshooting technical issues
• A dependable and reliable work ethic
• Previous experience in fraud detection, bank operations, or call centre banking

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.

This role is in Henderson, NV.

Minimum Salary: $46,800

Maximum Salary: $53,000

The minimum and maximum salary/rate information above include only base salary or base hourly rate. It does not include any another type of compensation or benefits that may be available.