Fraud Telephony

FRAUD TELEPHONY (JOB NUMBER: OPE002322)

Job Title: Fraud Telephony Agent

Location: Solihull, UK (Hybrid)

Hours: Permanent
- _______________________

**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**:
The fraud telephony agent will be responsible for the first point of contact for customers, and helping to address queries and resolve any issues possible.

**Key Responsibilities**:

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

**Skills & Attributes**:

- Professional & Well-spoken
- Punctual & diligent
- Organised and great communication
- MS Office package understanding
- Computer literate
- Great customer service experience
- Educated to GCSE or equivalent with grades of C+ in Mathematics and English
- Service View and Tallyman Trained
- Able to analyse & interpret data

**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