Fraud Specialist – Inbound Customer Service (Glasgow)

About the role

Teleperformance is seeking an enthusiastic Fraud Specialist to join its inbound customer service team supporting the Lloyds Banking Group portfolio. Based in Glasgow, you will be the first point of contact for customers reporting fraud or suspicious activity, helping to protect their accounts and maintain trust.

Key responsibilities

• Answer inbound calls with a courteous, professional telephone manner.
• Raise and document scam and fraud cases for online and telephony banking.
• Handle objections while reassuring customers that their accounts are secure.
• Investigate pending payments, approving legitimate transactions and flagging fraudulent ones.
• Provide assistance with personal banking tasks such as transfers, direct debits, and digital banking support.
• Support vulnerable customers and those experiencing financial difficulty.
• Promote internet banking channels and educate customers on fraud prevention.
• Take ownership of problem‑solving and ensure a positive customer experience.

Required profile

• Minimum 2 years of UK financial services experience.
• Professional, polite, and courteous telephone manner.
• Excellent verbal communication and fluency in English.
• Strong listening skills, empathy, and patience.
• High accuracy, attention to detail, and ability to work independently.
• Confidence in making complex decisions and meeting targets.
• Good numeracy and experience dealing with vulnerable customers.

Required skills

What we offer

• Competitive salary up to £28,500 plus OTE of £29,500.
• Full‑time permanent contract (40 hours/week).
• Two weeks of paid training in Glasgow.
• Flexibility to work onsite or remotely after the initial three‑month period, based on performance.
• Opportunities for career progression within a global contact‑centre leader.