Fraud Contact Centre Agent

Business Unit: Customer Support
Salary Range: £23,500 - £27,000 per annum DOE +Benefits
Location:  UK hybrid - Leeds/Gosforth/Glasgow
Contract: Permanent - full-time with shift rotations between the hours of 8am and 7:30pm Monday to Friday with 1-in-4 Saturdays 9am-5pm

Our Team

Our Fraud Detection Team go the extra mile to provide customers with the help they need to manage their financial situation. To join them you’ll need to be naturally curious with the confidence to ask the right questions to get to the root of the problem. You’ll be primarily helping customers who have been a victim of fraud, which means there’ll be some tough conversations – but your resilience and ability to empathise will be encouragement to those who need it most.

Despite the challenges you’ll face there’ll be opportunities to make memorable experiences for customers – something that our team are extremely passionate about and that’s an extremely rewarding part of the role. You’ll need to be a great listener, have patience, and demonstrate a caring manner. It’s vital you can get the basics right, focus on the detail and work to a high degree of accuracy. You’ll be an ambassador for Virgin Money – balancing the need to follow policy with our desire to provide unrivalled customer service.

We are currently recruiting for a November start date. Please only apply if you can commit to this time frame and note that no annual leave will be permitted during the first two months in role while you undertake training.

What you’ll be doing

• Playing a key part within our operation and seeking to deliver valuable service to make our customers love us even more
• Working flexibly within the operating hour of 8:00am to 7:30pm Monday to Friday, Saturday 9:00am to 5:00pm.
• Providing excellent customer experience; whilst ensuring we achieve a sustainable and affordable solution for the customer.
• Providing help, guidance, and support to customers both in or approaching financial difficulty and potential victims of Fraud or Scams
• Be able to demonstrate a significant degree of insatiably curiosity to obtain the best possible solution for the customer and the company.
• Liaising with third parties to ensure that our customers are fully supported and receive a service based on best practice.
• Be able to summarise key information obtained by effective probing and active listening whilst ensuring you operate within defined policies and procedures.
• Be confident enough to challenge the ‘rules’ in favour of achieving a good outcome for the customer and company.
• As we are a regulated organisation, we need you to work within the appropriate regulatory frameworks we follow.
• Be emotionally resilient, open, and honest when times get tough – because they will; and a real team player supporting your co-workers throughout the day.

We need you to have

• Strong customer services experience – telephony or face to face
• Proven track record in working in a fast-paced environment
• The ability to be insatiably curious, asking questions, challenging the norm, and negotiating to deliver the best solution
• Proficient communicator with a sincere approach to understanding customer needs and delivering heartfelt service
• A caring, positive attitude with a genuine passion for helping others to exceed our customers’ expectations.
• Ability to multi-task – listen to customers, while investigating / reviewing information.
• Experience / confidence with dealing with customers and customer behaviours.

It would be a bonus if you have but not essential

• Experience in frontline customer-facing telephony positions.
• Experience in or knowledge of Fraud.
• Experience in effectively supporting vulnerable customers.

Be yourself at Virgin Money
At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking – but fairer, more rewarding, and for the good of society.  We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.   

As a Disability Confident Leader, we're committed to removing any obstacles to inclusion.  If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team careers@virginmoney.com

If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants.

Points to Note:  It’s a good idea to let your current people leader know if you are going to apply for an internal role, so they can support your application, we always recommend you share your plans with them.
If you’re interested in this opportunity, we recommend that you get in touch with Simon Markey who’ll be able to tell you all about the role which will help you make a great application.

Now the legal bit

Please note that some of our legacy contracts are non-flexible therefore, if you move to a new role or make a change to your existing terms, you’ll move onto our standard flexible contract, 8am - 8pm.

If you successfully secure a new role, the salary and notice period you'll be offered will be in line with our reward and policy guidance. Not sure what this would mean for you, and want to know more? Contact Talent Acquisition, careers@virginmoney.com or feel free to start a conversation with HaRi our new HR Virtual Agent on MS Teams to help with your questions.