Customer Expert - NBS Fraud

Job description

About

Customer Expert

 

At Teleperformance, we deliver an outstanding customer experience, at every single opportunity, as a result of our commitment, passion and dedication to excellence.

 

You will be taking inbound calls on behalf of our prestigious banking client Nationwide. 

 

When applying for this role, please ensure that you upload copy of your CV when requested.

 

A mimimum of 6 months contact centre/telephony experience is a requirement for this role.

 

Start Date

: 30 November 2026

Salary

: £26,436.80 per annum

Location

:Glasgow Cuprum Building, Argyle Street, Glasgow -

THIS IS NOT A WORK FROM HOME ROLE

Shifts

: Monday to Sunday 8.00 am - 8.00 pm. Please note you must be able to work any shifts between these times.

Contract

: Full Time Permanent (40 hours per week)

Background Checking

:

Right to Work in the UK

Criminal Record Check

Enhanced Credit Check which will include looking for active defaults, CCJs, IVAs, bankruptcy 

CIFAS Fraud Check

Global Sanctions Check

Media Check

3 year employment history check

**Please note we do not allow any time off/holiday requests within the first 8 weeks of your employment

 

Please be advised of the following stage in our selection process:

We aim to email shortlisted candidates an online assessment link within one working day of application. Please ensure this is completed within 72 hours of receiving the link.

 

What you’ll be doing

 

To undertake thorough investigations across Nationwide Group to protect the Society against all types of Economic Crime, including external and customer related Economic Crime

 

Responsible for executing thorough investigations on Nationwide’s customer base and third party administrators to identify any suspected risks they pose to the Society

To support customers and all internal departments through both inbound and outbound telephony regarding prevention, detection and investigation of Economic Crime.

To investigate Economic Crime cases over the phone and provide coherent, risk-orientated documentation to support the investigation and make the correct decision

Make independent risk-based decisions.

To be able to appropriately articulate updates and outcomes of investigations to internal/external stakeholders and/or customers using both verbal and written communication skills

To work in agreed timescales within my Financial Approval Mandate

Adhere to set processes and procedures to ensure the customers and Society are protected from Economic Crime and that the department is compliant with it’s legal and regulatory obligations

Build relationships with stakeholders across the Society including other Protect Operational teams

To take accountability and responsibility for different Economic Crime investigations, assess risks and managing/reporting Economic Crime types where appropriate

To support with training, coaching and guiding colleagues within Protect by providing specialist knowledge and experience

Contribute to the management of team’s mailboxes

To escalate cases appropriately as per defined procedures

Qualification & Experience 

Excellent communication skills – able to communicate with a diverse range of people

A high level of accuracy with attention to detail

Experience working in a fast-paced, resilient customer facing environment

Strong analytical, investigation and numerical skills

The ability to work independently as well as part of a team

Be able to demonstrate the ability to manage your time effectively and prioritise tasks

To be competent in using different IT systems

Excellent decision-making skills and the ability to work in a reactive environment

Our Benefits

On-line recruitment process

Refer & Earn Scheme

28 days’ holiday (including bank holidays), increasing to 30 days following your 1-year service anniversary

Length of Service and monthly recognition awards

Opportunities for career development and progression

Employee welfare support with free access to our Mental Health Employee Assistance programme

Pension Scheme

Wide range of employee discounts

Disclaimer Please be vigilant against job scams. Teleperformance will

never contact you about anything other than your application through our official channels - UK phone number, text or tp.com/talent.icims email addresses. If you receive any suspicious communications claiming to be from Teleperformance, please disregard them and report the incident to our team. Your security is our priority.