• Identifying fraud and related financial crime risks• Managing fraud risks to protect customers and the bank• Supporting with training academy for new fraud colleagues• Responding to fraud alerts raised and investigating fraud claims• Multi-skilled across first and third-party plastic and non-plastic fraud• Onboarding and KYC screening, utilising SIRA and CIAS as well as inter-bank checks• Secondment to Financial Crime Team, supporting with the SAR filing process• Providing a high level of customer service communication• Understanding and developing knowledge of multiple systems and applications• Supporting colleagues in Fraud and other departments with case work and ad-hocIssues

• Utilising a number of fraud and banking computer systems • Memorising complex scripting and ensuring all checks are followed• Securing customers’ accounts from fraudulent activity• Ensuring that customers were reporting genuine fraudulent activity• Managing customer call flow whilst operating multiple programs • Responding to calls in a time efficient manner while maintaining average handling time targets

Responsibilities:• Serving customers in a friendly, efficient and professional way• Maintaining calm in a pressured and busy environment• Resolving customer complaints • Helping managers to close the restaurant and tills• Working as part of a close team relying on one another• Upselling customers to purchase ‘add-ons’, such as sides, desserts & drinks• Helping customers to choose which product they’d like best and making recommendations• Operating till system and cash handling