About the Company
Lloyds Banking Group is a leading UK financial services group, with a purpose to help Britain prosper. We are committed to building a brighter future for our customers, colleagues, and communities. With a heritage spanning over 300 years, we operate a number of the UK’s leading retail and commercial financial services brands, including Lloyds Bank, Halifax, Bank of Scotland, and Scottish Widows. We’re dedicated to protecting our customers and maintaining the integrity of their finances, which is why our fraud prevention and claims teams are so crucial.
Job Description
We are seeking a dedicated and empathetic Fraud Claims Intake Specialist to join our dynamic bank call center team in Hoyland. In this vital role, you will be the first point of contact for customers reporting potential fraud or suspicious activity on their accounts. You will be responsible for meticulously gathering information, logging claims accurately, and providing initial support and guidance to customers in a professional and understanding manner. This position requires strong communication skills, attention to detail, and a commitment to customer service excellence, all while working within a fast-paced environment.
Key Responsibilities
- Receive inbound calls from customers reporting suspected fraud or unauthorized transactions.
- Listen actively and empathetically to customer concerns, ensuring they feel supported and understood.
- Accurately document all reported fraud incidents and customer information into the claims system.
- Follow established protocols and procedures for initial fraud claim intake and verification.
- Provide clear and concise information to customers regarding the fraud claims process and next steps.
- Escalate complex or high-priority cases to senior specialists or relevant departments as needed.
- Adhere to all regulatory compliance standards and internal company policies.
- Contribute to a positive and collaborative team environment.
Required Skills
- Minimum 1 year of experience in a customer service or call center environment.
- Excellent verbal and written communication skills.
- Strong active listening and empathetic abilities.
- Proficiency in basic computer applications and data entry.
- Ability to work effectively in a fast-paced, high-volume environment.
- Demonstrated problem-solving skills and attention to detail.
- Ability to maintain composure and professionalism under pressure.
Preferred Qualifications
- Experience in the financial services sector, particularly in banking or insurance.
- Previous experience with fraud detection or claims processing.
- Familiarity with banking regulations and compliance standards.
- Proficiency in using CRM software or similar customer interaction platforms.
Perks & Benefits
- Competitive annual salary.
- Comprehensive health and wellness benefits package.
- Generous paid time off and holiday allowance.
- Pension scheme with company contributions.
- Opportunities for career development and advancement within a large financial institution.
- Employee assistance program.
- Colleague discounts on a range of products and services.
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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