Job Ref: 212524249

Date: 2020-10-01 13:35:55

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Job Title: Customer Service Fraud Administrator – Full Time

Hours: 11am-7pm – Monday – Friday with 2 Saturdays a month, but a day off in the week

Salary: £9.00 Per hour rising to £9.23 Per hour

Location: Amersham, Buckinghamshire (near High Wycombe)

Immediate Start   –  Immediate Start   –      Immediate Start  –   Immediate Start

Job Purpose

Working within our busy Customer Service Call Centre, you will be analysing orders to determine their fraud risk. During peak this can be as many as 150 transactions per full working day. You will be using a number of systems to either accept or reject the order based on pre-determined criteria.

You will need to be analytical and accurate. Some customer contact via phone will be required so articulate and polite.

Responsibilities

Assess the risk of an order based on criteria in our fraud management system
Report any trends in behaviour of customers placing multiple orders
Protect genuine sales by following correct process for investigation
Keeping accurate records of the checks completed within our CRM system
 Mission & Values

Demonstrates the Company's values in behaviour.

Works toward the company mission.
Skills & Experience

Must be analytical and decisive
Great communication skills with a natural ability to ask the relevant questions to establish if an order is genuine
Able to balance the risks of fraud to the risk of adversely affecting the customer journey
Able to work to deadlines and prioritise workload
Experience in fraud management techniques in the finance sector would be beneficial
Competencies

Enthusiasm: Can demonstrate enthusiasm in their work, in the brand, and in the product ranges. Can embrace our mission and vision. Understands the importance of a fun, and has a positive ‘can-do’ attitude.

Flexibility. Prepared to work in a changing environment and understands the need to offer flexibility at times of pressure

Accurate: Excellent administration skills, quality driven and attentive to detail

Articulate:  Able to communicate clearly and in a professional manner in order to achieve results and support colleagues and clients.

Self Motivated: Self driven and able to work effectively without supervision

Teamwork and collaboration. A good team player who understands the need to work together and support other colleagues

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