My job role is to investigate possible scams or fraudulent activity with customers making payments online. This involves going through in depth questioning with the customer as well as profiling our multiple systems and establishing wether the payment is genuine or not.

My duties included; collection and delivery of required materials to the site and ensuring all health and safety protocols are being adhered too. I also was responsible for ensuring that the client/customer is satisfied with the quality of the work that is being undertaken.

My duties included taking both outbound and inbound calls as well as responding to customers via text and email. I also dealt with the later stages of arrears and was involved in the legal proceedings when taking customers through the debt collection process. This role also included attempting to obtain new contact details for customers who were no longer responding to the standard arrears contact.

During my time at First Data i was responsible for handling customers who were in various stages of arrears. Whilst working there i was required to accurately take notes of the customer phone calls, take inbound and outbound calls, handle card payments, support customers in financial difficulty as well as undertake the regular compliance training.