Current jobs related to Fraud Helpdesk Advisor - London - Pay.UK

  • Fraud Risk Advisor

    1 week ago

    London, United Kingdom Vanguard Full time

    **Global Risk and Security** (GR&S) at Vanguard enables business strategy, protects client and Vanguard interests (e.g., assets and data), and stewards a strong risk culture. Our teams leverage enterprise-wide insights, deep expertise, and trusted advice so that across Vanguard leaders and crew drive faster, stronger, risk-informed decisions. Within GR&S,...

  • Helpdesk Advisor

    1 week ago

    London, United Kingdom Recorra Full time

    **Job Title**: Helpdesk Advisor **Location**: London, Borough **Salary**: £30,000 per annum **Job Type**: Full Time, Permanent **Working Hours**: 37,5 hours over 5 days per week including Saturdays. Start time between 7.30am and 9.30am **The Company**: Recorra is a leading circular economy company, providing services for recycling, data destruction and...

  • Fraud Analyst

    3 days ago

    London, Greater London, United Kingdom Funding Circle UK Full time

    DescriptionFraud AnalystThis role sits in the Financial Crime team that is responsible for protecting Funding Circle , its customers and investors from Fraud.You will work alongside a team of Fraud Analysts to detect, identify and prevent fraud across our products. This work is essential to the success of our products and services and the confidence that...

  • Fraud Analyst

    2 days ago

    London, Greater London, United Kingdom Funding Circle Full time

    Data, Risk & AnalyticsLondon, United KingdomDescriptionFraud AnalystThis role sits in the Financial Crime team that is responsible for protecting Funding Circle , its customers and investors from Fraud.You will work alongside a team of Fraud Analysts to detect, identify and prevent fraud across our products. This work is essential to the success of our...

  • Fraud Strategy Specialist

    2 weeks ago

    London Area, United Kingdom Cleo Full time £60,000 - £120,000 per year

    About The CompanyAbout CleoAt Cleo, we're not just building another fintech app. We're embarking on a mission to fundamentally change humanity's relationship with money. Imagine a world where everyone, regardless of background or income, has access to a hyper-intelligent financial advisor in their pocket. That's the future we're creating.Cleo is a rare...

  • Fraud & Loss Prevention Advisor

    1 week ago

    London, Greater London, United Kingdom Oxfam Full time

    Oxfam is a global movement of people working together to end the injustice of poverty.The Role:Join Oxfam GB in our mission to protect the trust of the communities we serve and the supporters who stand with us. As aFraud & Loss Prevention Advisor, you'll play a vital role in ensuring our work is carried out with integrity, accountability, and in line with...

  • Fraud Investigations Analyst

    2 days ago

    London Area, United Kingdom Cleo Full time

    About The CompanyAbout CleoAt Cleo, we're not just building another fintech app. We're embarking on a mission to fundamentally change humanity's relationship with money. Imagine a world where everyone, regardless of background or income, has access to a hyper-intelligent financial advisor in their pocket. That's the future we're creating.Cleo is a rare...

  • Anti Fraud Roles

    6 days ago

    London, United Kingdom Secret Intelligence Service Full time

    **Working pattern**:Full time, part time, compressed hours and job share may be possible. **About Us** We’re MI6. Our mission is to protect the security and economic wellbeing of the UK from overseas threats such as regional instability, terrorism, and cyber-attacks. Working across the globe and in close partnership with MI5 and GCHQ, we help the...

  • Product Analyst, Fraud

    2 weeks ago

    London, Greater London, United Kingdom 2c28bd0d-f189-492f-803d-583210c56279 Full time £80,000 - £120,000 per year

    About The CompanyAbout CleoAt Cleo, we're not just building another fintech app. We're embarking on a mission to fundamentally change humanity's relationship with money. Imagine a world where everyone, regardless of background or income, has access to a hyper-intelligent financial advisor in their pocket. That's the future we're creating.Cleo is a rare...

  • Senior Manager, Financial Crime Risk Advisory

    2 weeks ago

    City Of London, United Kingdom HSBC Innovation Banking Full time

    Senior Manager, Financial Crime Risk Advisory - Fraud HSBC Innovation Banking is the power behind the UK’s forward‑thinkers, future‑makers, and leap‑takers, helping them ignite the bold ideas that reshape our world. We offer flexible banking solutions for start‑ups, scale‑ups, growth businesses, investors and those working towards IPO typically...

Fraud Helpdesk Advisor

2 weeks ago

London, United Kingdom Pay.UK Full time

As a Helpdesk Advisor, you will be a key member of the Fraud Services Helpdesk, providing first-level support to Payment Service Providers (PSPs) for any queries or issues related to the Authorised Push Payment Refunds (APPR) and Confirmation of Payee (CoP) platforms. You will play a crucial role in ensuring high levels of customer satisfaction and compliance with Pay.UK's service standards.

Key Accountabilities:

- Query Handling
Act as the first point of contact for PSPs, managing queries related to the APPR and CoP platforms, and providing accurate and timely resolutions.
- Customer Service Excellence
Deliver exceptional customer service, ensuring all queries are addressed in a professional and efficient manner.
- Escalation of Complex Queries
Escalate complex or unresolved issues to the Fraud Customer Service Manager or appropriate internal teams while maintaining clear communication with PSPs.
- Service Desk Administration
Log and track all queries and service interactions using helpdesk tools, ensuring accurate documentation for future reference.
- Compliance & Process Adherence
Ensure all queries are resolved in line with Pay.UK's policies and relevant regulatory guidelines.

Other obligations:

- Ensure compliance with all Pay.UK policies and procedures and complete required compliance training in a timely manner.
- Comply with Pay.UK's Data Protection Policy and all associated procedures and processes and communicate any data protection risks to the Data Protection team without delay.
- Promote diversity and inclusion across Pay.UK to build a workforce that reflects the users we serve and provides equal opportunity for all colleagues.

Qualification and Experience:

- Experience in customer service, preferably in a financial services (specifically fintech) or technology environment.
- Familiarity with fraud prevention or payment platforms such as APPR and CoP is desirable.
- Strong communication skills with the ability to explain complex concepts clearly to customers.
Attention to detail and the ability to handle multiple tasks and priorities in a fast-paced environment.
- Experience using helpdesk or CRM software, such as Zendesk, ServiceNow, or similar.
- Problem-solving skills and the ability to escalate issues when necessary.
A customer-first attitude with a focus on delivering high-quality service.

Core Skills and Competencies:

- Customer Service: Previous experience in customer service, ideally within a financial services or payments environment. Preferably within a banking or Fraud capacity.
- Communication: Strong verbal and written communication skills for handling PSP queries.
- Attention to Detail: Ability to handle multiple queries with accuracy and professionalism.
- Problem-Solving: Skills in identifying and escalating issues for efficient resolution.

**About Us**

Pay.UK maintains and develops the UK retail payment systems and standards that are core to the economy being able to function on a day-to-day basis.

From Bacs to Faster Payments and cheques - we act as the single operator for all UK retail payments. We put the needs of consumers and businesses at the heart of everything we do, working in the public interest to ensure that the systems the country relies on for its banking transactions are safe, open, innovative and resilient.

Our payment systems underpin the services that enable funds to be transferred between people and institutions. In 2023, the UK's retail payment systems processed 11.4 billion transactions worth £9.3 trillion through Bacs Direct Credit, Direct Debit, Faster Payments, and cheques, and our Current Account Switch Service has facilitated over 10.2 million switches since its launch in 2013.

Every day, people and businesses use the services we provide to get their salaries, pay their bills and make online and mobile banking payments. Our vision for the future is to enable a vibrant economy, with Pay.UK delivering the best-in-class payment infrastructure and standards for the benefit of consumers and businesses nationwide.

**Benefits & Additional Information**
- 12% Non-contributory pension
- Discretionary annual bonus
- 30 days annual leave (excluding bank holidays)
- Private medical insurance, life assurance, income protection, health cash plan, dental insurance, Bupa medicals etc
- Employee assistance programme
- Cycle to Work Scheme
- Season ticket loan
- Annual fitness subsidy of up to £500 per annum
- Working from home policy - minimum 40% in the office (eg. 2 days in the office over a 5 day working week)
- Please note: Benefits for FTC roles may vary_