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Fraud Advisor

Date Posted: 18-Jan-2018
Closing Date: 16-Mar-2018
Location: Renfrewshire
Salary: Minimum - £7.90, Maximum - £7.90 per Hour
ABOUT CONCENTRIX
Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a leading business services company. We focus on customer engagement and improving business outcomes for over 450 global clients across multiple continents. Our 100,000+ staff deliver technology-infused, omni-channel customer experience management, marketing optimization, digital, consulting, analytics and back office solutions in 40+ languages from 125+ delivery centers. We serve automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; and energy and public sector clients. Visit www.concentrix.com to learn more.
JOB DESCRIPTION
Looking for something different to the usual ‘call centre’ role? This is the role for you!

Working as an Action Fraud Advisor, you will answer enquiries and record descriptions of incidents from members of the public and from businesses. This could be by phone, webchat, email, etc, and can vary in complexity. You will provide callers/correspondents with accurate, appropriate and up-to-date information. You may be required to handle difficult calls, calls of a sensitive nature and calls requiring strong diagnostic skills.

As an Advisor you will provide a customer-friendly point for reporting of fraud, and give reassurance and advice on how to prevent incidents reoccurring.

Employment Record and Background Checks:

This role requires all advisors to be vetted in accordance with Non-Police Personnel Vetting (NPPV) Level 2 which requires, amongst other stipulations, continuous residence in the UK for the last three years, criminal records and financial background check for yourself and your immediate family / co-habitees.

OBJECTIVES
• Handle enquiries over the telephone, email, webchat, internet and by post, providing incident recording and information and advice enquirers according to full service remit.
• Access information sought by callers quickly and accurately, using the resources available including the online knowledge base.
• Use your diagnostic abilities to identify requirements in complex enquiries and provide an accurate and appropriate response.
• Use call handling skills to appropriately manage difficult calls and calls of a sensitive nature.
• Accurately identify enquiries that fall outside of the remit of the services and according to agreed procedures, refer, escalate or sensitively signpost appropriately.
• Accurately capture and record enquirer and reported incident details according to set procedures on to contact centre call logging systems on all enquiries.
• Ensure all caller information recorded is accurate and relevant to provide feedback to our clients, create a caller history, process enquiries and provide comprehensive service reporting.
• Be flexible and adapt to the ongoing changing business needs of the contact centre.
• Work as an effective team member working closely with other team members to ensure consistency in information.

Hours: 8.00am-8.00pm Monday to Sunday, 5 days out of 7, rotational shifts – flexibility required

EXPERIENCE
• Educated to GCSE standard including Maths & English Language (C or above) or equivalent work/life experience.
• Ability to deal efficiently with the public, staff, external agencies, emergency services, etc., over the phone and on webchat, preferably gained in a customer service, contact centre, helpline or information provision centre.
• Able to demonstrate a high standard of literacy through effective written communication, including email.
• Evidence of the ability to handle a diverse and complex workload whilst also being prepared to deal with more repeated and straightforward enquiries.
• Competent IT user including, email, internet, search engines and databases to present and record pertinent information.
• An ability to meet specified performance targets and quality standards, including call scores, call handling times, productivity targets and adherence to daily work schedules.
• An ability to proactively learn and develop your expertise in new subject areas whilst keeping abreast of developments and topical issues affecting the areas of work covered on the services.
• Ability to collate full statistics and relevant caller information from the enquiries you handle.
• An interest and ability to gain knowledge of the relevant subject matter and related sector.

BENEFITS
• Concentrix provides a bright, modern and exciting place to work with excellent staff facilities.
• Rate of Pay £7.90 per hour.
• Full time positions.
• On-going training.
• Great career opportunities.
• Pension Scheme.
• Eye Care Provision.
• Cycle to Work Scheme.
• Childcare Vouchers.
• Annual reward and Recognition Ceremony.
• Team and Concentrix Events.
• 28 days’ holidays (including statutory days).

HOURS
40 per week

HOLIDAYS
28 per annum

JOB TYPE
Permanent





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