Lead Fraud Advisor

2 weeks ago

Glasgow, United Kingdom Three Full time

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.
- Manage daily lead advisor duties ensuring the quality audits are completed to a high standard and on schedule
- Provide coaching support to progress training and development needs of the team
- Support advisors to complete fraud investigations using in depth analytical skills across plethora of systems
- Manage escalated cases of fraud supporting regulatory compliance
- Quality monitoring
- Reporting and insight
- Ensure team are delivering a high standard of E2E support to fraud victims & protective actions are put in place to mitigate financial risk to customer & business as well as brand reputation
- Caseload management: daily workload allocation prioritising & distributing to ensure compliance & SLAs are met
- Generate and analyse SAS reporting
- Wholesale fraud analysis & incident support
- Analysis and investigation required to a high level of skill and knowledge to compile AIT claims working closely with internal and external stakeholders.
- Provide detailed trends & intelligence reports to various teams to prevent fraud
- Excellent stakeholder management - hold regular discussions internal and external stakeholders to manage all aspects of fraud prevention & intelligence sharing
- CIFAS loading & auditing
- ITSM incident management & service requests
- OFCOM compliance number blocking & investigation
- Drive continuous improvement through business processes including CC, Retail, Business, Sub brands, etc

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