About the Company
Lloyds Bank is one of the UK’s leading retail and commercial banks, with a rich history spanning over 250 years. We are dedicated to helping Britain prosper, serving millions of customers nationwide through a strong branch network and advanced digital services. At Lloyds Bank, we believe in supporting our colleagues, fostering a diverse and inclusive environment where everyone can thrive. Join us in making a real difference in the lives of our customers and communities.
Job Description
As a Fraud Claims Intake Specialist, you will be the first point of contact for customers reporting fraudulent activity on their accounts. Operating within our busy call center in Barrow-in-Furness, you will handle inbound calls with empathy, efficiency, and a keen eye for detail. Your primary role will be to accurately capture critical information regarding fraud claims, provide immediate support and guidance to customers, and ensure all initial reporting processes are followed in line with company policies and regulatory requirements. This role is crucial in safeguarding our customers’ assets and maintaining the integrity of our financial services.
Key Responsibilities
- Answer inbound calls from customers reporting suspected fraudulent transactions or account activity.
- Listen empathetically to customer concerns and provide reassurance and clear instructions.
- Accurately gather and record all necessary details regarding fraud claims using internal systems.
- Explain the claims process to customers, setting appropriate expectations for next steps.
- Perform initial verification and security checks to confirm customer identity.
- Escalate complex or high-risk cases to senior specialists or relevant departments.
- Adhere strictly to data protection, compliance, and regulatory guidelines (e.g., GDPR, FCA).
- Maintain a high level of professionalism and customer service at all times.
- Contribute to a positive and supportive team environment.
Required Skills
- Excellent verbal and written communication skills.
- Strong active listening and empathetic customer service abilities.
- Proficiency in data entry and navigating computer systems.
- Ability to work accurately and efficiently under pressure.
- Problem-solving skills and a keen attention to detail.
- A strong sense of integrity and commitment to ethical conduct.
- Ability to manage challenging customer interactions with professionalism.
- Basic understanding of banking operations or financial services.
Preferred Qualifications
- Previous experience in a call center or customer service environment.
- Experience with fraud detection or claims processing.
- Knowledge of financial regulations and compliance procedures.
- Familiarity with anti-money laundering (AML) or know-your-customer (KYC) principles.
Perks & Benefits
- Competitive salary and performance-related bonuses.
- Comprehensive health and wellness programs.
- Generous pension scheme contributions.
- Paid time off and flexible working arrangements.
- Access to employee discounts on banking products and services.
- Opportunities for career development and internal mobility.
- Supportive team culture and a modern office environment.
- Employee assistance program.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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