About the Company
Lloyds Bank is one of the UK’s oldest and most trusted financial institutions, serving millions of customers across the country. With a commitment to customer service and community support, we offer a comprehensive range of banking and financial products. We believe in building a diverse and inclusive workforce where every colleague can thrive and make a real difference to our customers’ lives.
Job Description
Join our dedicated team as a Fraud Claims Intake Specialist, focusing on inbound calls within our busy Wrexham call center. In this vital role, you will be the first point of contact for customers reporting potential fraud on their accounts. You will be responsible for empathetically listening to their concerns, accurately gathering critical information, and initiating the fraud claim process. This role requires strong communication skills, attention to detail, and a commitment to protecting our customers and the bank from financial crime. Full training on our systems, products, and fraud procedures will be provided.
Key Responsibilities
- Answer inbound calls from customers reporting suspected fraudulent activity on their accounts.
- Provide empathetic and reassuring support to customers during a potentially stressful time.
- Accurately document all reported fraud details into the bank's claims system.
- Follow established procedures for initiating fraud investigations and escalating complex cases.
- Educate customers on fraud prevention best practices and security measures.
- Maintain a high level of confidentiality and data security at all times.
- Collaborate with colleagues and other departments to ensure a seamless customer experience.
- Adhere to all regulatory requirements and internal policies.
- Meet call quality and productivity targets.
Required Skills
- Excellent verbal communication skills with a clear and professional telephone manner.
- Strong active listening skills and empathy towards customer situations.
- Exceptional attention to detail and accuracy in data entry.
- Basic computer proficiency and ability to navigate multiple systems simultaneously.
- Ability to remain calm and composed under pressure.
- Problem-solving skills with a customer-focused approach.
- Reliable and punctual with a strong work ethic.
- Ability to follow strict procedures and guidelines.
Preferred Qualifications
- Previous experience in a customer service or call center environment.
- Familiarity with financial products or services.
- Understanding of basic fraud types and prevention methods.
- Experience working in a regulated industry.
Perks & Benefits
- Competitive annual salary with performance-related bonuses.
- Generous pension scheme contributions.
- Private medical insurance options.
- 25 days annual leave plus bank holidays.
- Life assurance and income protection.
- Employee assistance programme for health and wellbeing.
- Opportunities for career development and progression within a large financial institution.
- Colleague discounts on banking products and services.
- Access to a wide range of learning and development resources.
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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