Product Features
Blog
Contact Us
Sign In
TSYS Managed Services
,
Caldecotte, Milton Keynes, Buckinghamshire
Customer Service Advisor - Fraud
|
|
Job Type: Full-time |
|---|
Overview
We are currently looking for a Customer Service Advisor - Fraud to join our busy and exciting team based in Milton Keynes. You will join us on a full time, permanent basis and in return, we are offering a competitive salary plus excellent benefits. TSYS Managed Services is an outsourced contact centre which provides customer service, risk management, collections, and back office and help desk related services for our clients. We operate from two UK locations - Caldecotte Business Park, Milton Keynes, Binley Business Park in Coventry and a European location at Barneveld in the Netherlands. These three sites oversee Contact Centre operations on behalf of TSYS clients in Europe. Benefits of joining us as our Customer Service Advisor - Fraud: As well as a competitive salary, and a fast paced, fun working environment this role comes with the following benefits; - 29 days holiday, including bank holidays (With the option to buy/sell an additional 5 days) - Peoples Pension scheme - Free on-site parking - On-site canteen - Eye Care Vouchers - MediCash Plan (On completion of 6 month service) - Cycle to work Scheme (On completion of 6 month service) - Free tea and coffee Key duties of our Customer Service Advisor - Fraud: - Investigates potential credit card fraud cases based on information received from the fraud detection system. - Analyzes several aspects of account history, to include payment and transaction history. - Contacts customers and merchants to obtain additional information regarding fraudulent charges. - Maintains accurate and complete documentation of all information necessary for the investigation. - Achieves Key Performance Indicators (KPI’S) in line with Service Level Agreements including quality standards. - Estimated 75% of time taking Inbound Calls, 25% Low Risk Outbound Calls and Processing Queries. - Responds to 25 or more account inquiries per hour providing the merchants and cardholders of 5 or more assigned clients with standard/scripted responses to Service Level Agreement (SLA) defined alerts generated within the fraud detection queues. - Assists with the completion of the lost stolen report, such as block and transfer of compromised accounts to prevent further losses and fraudulent activity. - Builds the credit card replacement orders and completes shipping materials. - Begins to build knowledge and basic skills required to identify fraudulent credit card activity through training, research of department policies, procedures, external regulations and analytic techniques, and the expertise of more experienced fraud analysts. What we are looking for in our ideal Customer Service Advisor - Fraud: - Results orientated with customer focus - Effective communication – written and oral & strong questioning, negotiating/probing skills - Attention to detail and quality orientation - Able to pass TMS Assessments - Up-to-date Regulatory Knowledge - PC, Keyboard Skills & System Navigation - Credit Card/ Financial Services Experience - Experience of Working in a Customer Services Role. Interacting with Customers Face to Face or Via Telephone - Experience of working in a Fraud/Risk Environment in a Financial Organisation If you are passionate about putting customers first, are motivational, inspirational, and results driven with a passion to succeed then click APPLY now to become our next Customer Service Advisor - Fraud. All successful applicants will be subject to a financial background and criminal record (DBS) check as part of our recruitment process. TSYS Managed Services is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.