Fraud Telephony Agent

Job Title: Fraud Telephony Agent

Location: Solihull/Hybrid

Hours:  Full time, 12 Month Maternity cover contract

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 A bit about us;

At BNP Paribas Personal Finance, we’re part of a global bank and are proud to be a Top Employer UK, providing a great place to work in an open and inclusive environment.  

We’re here to provide simple and straightforward consumer finance solutions and we work with many well-known retailers and brands to help their customers finance their purchases in a responsible way. 

We care about making a positive impact for our colleagues, customers, partners and the wider community. That’s why we live by our values of we're positive, we’re brave, and we own it. 

The Role:

To be the first point of contact for fraud queries, reviewing detection systems to identify suspected fraudulent transactions and communicating fraud trends to the Risk Team.

Key Responsibilities: 

• Inbound and outbound calls for customer contacts, third party calls, internal calls.
• Review referrals from other departments to identify fraud
• Achieve individual productivity & quality targets
• Establish & identify fraud type & block accounts
• Keep business, industry & technical knowledge up to date
• Knowledge of BNP Paribas Personal Finance credit products
• Customer service experience
• Ability to apply appropriate skills, techniques and company policy to deal with sensitive customer conversations
• Working knowledge of Falcon/Hunter/Instinct/EU1/CRA systems/Iovation/Arcot
• Working knowledge of Excel/Access & Outlook
• Fraud industry knowledge
• Questioning techniques
• Basic understanding of Data Protection legislation

Skills & Attributes: 

• Diligent
• Able to prioritise and organise
• Good communicator
• Flexible approach to tasks
• Good team worker
• Well spoken & articulate
• Self-motivated
• Ability to make an informed decision based on the information available
• Ability to analyse and interpret application, account and CRA data.
• Service View and Tallyman Trained

Could this be you? 

BNP Paribas Personal Finance believe it’s a positive attitude and passion to make things happen that matters most. 

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. If you feel you meet 75% of the requirements for this role, we would love to hear from you. Also, if you are considering a career move or a sector-jump, please get in touch, we welcome applications from people with transferable skills.

What’s in it for you? 

As well as working for a Top Employer UK 2023 and being part of a team that changes customer’s lives, there are some excellent benefits too. We offer a competitive salary, a contributory pension scheme, and our Health Cash plan scheme. You also receive access to our multi-award-winning flexible benefits platform designed to provide you with the best range of benefits available to suit your lifestyle including life insurance and private medical insurance. There are also perks which give you fantastic discounts off eating out, cinema tickets, days out and much more.  Learn more about what it means to be part of the BNP Paribas Personal Finance team here: www.https://www.youtube.com/playlist?list=PLQUzrPfMI6WNvADKdIPqN9PpY9vjjswdQ or follow this link to learn more about careers at BNP Paribas Personal Finance: https://www.bnpparibas-pf.co.uk/careers/.

Equal Opportunities Disclaimer

BNP Paribas Personal Finance promotes equality of opportunity and is committed to ensure that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation.