Customer Service Analyst - Fraud Prevention

Job Title: Customer Service & Operations Analyst - Fraud Prevention
Duration: 12 month's
Hours: Mon, Tues, Wed, Thurs, Sun - 14:00-22:00
OR
Tues, Wed, Thurs, Fri, Sat - 14:00-22:00
Location: Edinburgh
Salary: £13.75ph
Start Date: April 2025

About the Role

Day-to-day, you'll be utilising high-risk identification strategies to detect fraudsters and protect genuine customers from becoming victims of financial crime. That way you can help their customers remain safe when they bank. Alongside this, you'll be investigating and analysing queries accurately and raising them with relevant internal and external parties without delay, escalating where appropriate, while reviewing all processing errors and customer complaints to identify trends and their training needs.

Key Responsibilities

1. Delivering customer and business outcomes by processing, authorising and investigating all transactions to defined key performance indicators and service level agreements.
2. Accurately collecting the required information from our customers and business and suggesting areas of improvement in your daily role.
3. Providing your subject matter expertise within the Fraud Prevention team on emerging trends and our customer needs.
4. Using red flag indicators and high-risk data from a range of systems to stop fraudsters and to shield our customers from financial crime.
5. Resolving complex fraud queries in line with agreed processes, procedures and service level agreements to provide fair customer outcomes.

About You

To excel in this role, you will need:

• Strong interpersonal skills to build trust and address sensitive topics with stakeholders.
• Knowledge of the industry, including products, processes, and fraud prevention tools.
• Expertise in delivering outstanding customer service while handling complex fraud queries.
• Sharp attention to detail for identifying risks to customers and the bank.
• Clear communication skills to explain information in an easy-to-understand way.

About Pertemps

As a flexible employee of Pertemps Recruitment Partnership Ltd, you will be joining a Company that holds the distinction of being one of the largest and most successful independent recruitment agencies in the country. Our pioneering spirit and ability to tap into the uniqueness of everyone's talents has enabled us to open doors for our employees, our clients, and our applicants too. Our philosophies and rewards are built very much on mutual trust and respect within the style of a partnership in which we hope you will feel both fulfilled and valued as a person.