Fraud Detection Agent (Contact Centre Support)

Business Unit: Chief Operating Office
Salary range: 23500 - 27000 per annum DOE red-hot benefits
Location: Hybrid - Glasgow/Leeds/Gosforth
Contract type: Permanent Full Time

Our Team
Our Fraud Detection Team go the extra mile to provide customers with the help they need to manage their financial situation. To join them youll need to be naturally curious with the confidence to ask the right questions to get to the root of the problem. Youll be primarily helping customers who have been a victim of fraud which means therell be some tough conversations but your resilience and ability to empathise will be encouragement to those who need it most.

Despite the challenges youll face therell be opportunities to make memorable experiences for customers something that our team are extremely passionate about and an extremely rewarding part of the role. Youll need to be a great listener have patience and demonstrate a caring manner. Its vital you can get the basics right focus on the detail and work to a high degree of accuracy. Youll be an ambassador for Virgin Money balancing the need to follow policy with our desire to provide unrivalled customer service.

What youll be doing
Play a key part within our operation and seek to deliver valuable service to make our customers love us even more.
Work flexibly within the operating hour of 8:00am to 7:30pm Monday to Friday Saturday 9:00am to 5:00pm.
Provide excellent customer experience; whilst ensuring we achieve a sustainable and affordable solution for the customer.
Provide help guidance and support to customers both in or approaching financial difficulty and potential victims of Fraud or Scams
Be able to demonstrate a significant degree of insatiably curiosity to obtain the best possible solution for the customer and the company.
Liaise with third parties to ensure that our customers are fully supported and receive a service based on best practice.
Be able to summarise key information obtained by effective probing and active listening whilst ensuring you operate within defined policies and procedures.
Be confident enough to challenge the rules in favour of achieving a good outcome for the customer and company.
As we are a regulated organisation we need you to work within the appropriate regulatory frameworks we follow.
Be emotionally resilient open and honest when times get tough because they will; and a real team player supporting your co-workers throughout the day.

We need you to have
Strong customer services experience telephony or face to face
Proven track record in working in a fast-paced environment
The ability to be insatiably curious asking questions challenging the norm and negotiating to deliver the best solution
Proficient communicator with a sincere approach to understanding customer needs and delivering heartfelt service
A caring positive attitude with a genuine passion for helping others to exceed our customers expectations.
Ability to multi-task listen to customers while investigating / reviewing information.
Experience / confidence with dealing with customers and customer behaviours.

It would be a bonus if you have but not essential
Experience in frontline customer-facing telephony positions.
Experience in or knowledge of Fraud.
Experience in effectively supporting vulnerable customers.

Red Hot Rewards
Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time) plus the option to buy more.
Up to five extra paid well-being days per year.
20 weeks paid gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.
Market-leading pension.
Free private medical cover income protection and life assurance.
Flexible benefits include Cycle to Work wellness and health assessments and critical illness.

And theres no waiting around youll enjoy these benefits from day one.

If were lucky to receive a lot of interest we may close the advert early. Please apply as soon as possible so that you dont miss out.

Were all about helping you Live a Life More Virgin so happy to talk flexible working with you.

Say hello to Virgin Money
Were making great strides towards achieving our ambition of becoming the UKs best digital bank. As a full-service digital bank with a heritage stretching back over 180 years were a workforce to be reckoned with and were putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in peoples lives. Were customer-obsessed and work tirelessly to deliver on our purpose Making You Happier About Money. This means were able to do banking differently and by innovating and working together we can make a real difference by creating memorable moments and red-hot experiences for our millions of customers. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work.

Be yourself at Virgin Money
Our purpose is to make people happier about money this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities. Were committed to creating an inclusive culture where colleagues feel safe and inspired to contribute speak up and be heard.

As a Disability Confident Leader were committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application contact our Talent Acquisition team

Its important to note that there may be occasions where its not possible to interview all candidates declaring a disability who meet the essential criteria for the job. In certain recruitment situations such as receiving a high-volume of applications we may need to limit the overall numbers of interviews offered to both disabled and non-disabled applicants.

Now the legal bit
Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it) but well need you to confirm you have the right to work in the UK.

If youre successful in securing a role with us there are some checks you need to complete before starting. These include credit and criminal record checks and three years worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime it requires enhanced pre-employment checks well ask for six years of regulatory references and once in the role youll be subject to periodic employment checks.