Fraud Telephony Agent

FRAUD TELEPHONY AGENT (JOB NUMBER: OPE002553)

Job Title: Fraud Telephony Agent

Location: Solihull/Hybrid

Hours: Full time, 12 Month Maternity cover contract
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A bit about us;
At BNP Paribas Personal Finance, we’re part of a global bank and are proud to be a Top Employer UK, providing a great place to work in an open and inclusive environment.

We’re here to provide simple and straightforward consumer finance solutions and we work with many well-known retailers and brands to help their customers finance their purchases in a responsible way.

We care about making a positive impact for our colleagues, customers, partners and the wider community. That’s why we live by our values of we're positive, we’re brave, and we own it.

**The Role**:
To be the first point of contact for fraud queries, reviewing detection systems to identify suspected fraudulent transactions and communicating fraud trends to the Risk Team.

**Key Responsibilities**:

- Inbound and outbound calls for customer contacts, third party calls, internal calls.
- Review referrals from other departments to identify fraud
- Achieve individual productivity & quality targets
- Establish & identify fraud type & block accounts
- Keep business, industry & technical knowledge up to date
- Knowledge of BNP Paribas Personal Finance credit products
- Customer service experience
- Working knowledge of Falcon/Hunter/Instinct/EU1/CRA systems/Iovation/Arcot
- Working knowledge of Excel/Access & Outlook
- Fraud industry knowledge
- Questioning techniques
- Basic understanding of Data Protection legislation

**Skills & Attributes**:

- Diligent
- Able to prioritise and organise
- Good communicator
- Flexible approach to tasks
- Good team worker
- Well spoken & articulate
- Self-motivated
- Ability to make an informed decision based on the information available
- Service View and Tallyman Trained

**Could this be you?**

BNP Paribas Personal Finance believe it’s a positive attitude and passion to make things happen that matters most.

**What’s in it for you?**

**Equal Opportunities Disclaimer**

**Primary Location**: GB-ENG-Solihull

**Job Type**: Standard / Permanent

**Job**: PERMANENT CONTROL

**Education Level***: Not indicated

**Schedule**: Full-time