Customer Expert - NBS Fraud

• Job Description
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• Customer Expert
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At Teleperformance, we deliver an outstanding customer experience, at every single opportunity, as a result of our commitment, passion and dedication to excellence.

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You will be taking inbound calls on behalf of our prestigious banking client Nationwide.

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When applying for this role, please ensure that you upload copy of your CV when requested.

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A mimimum of 6 months contact centre/telephony experience is a requirement for this role.

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• Start Date: 30 November 2026
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• Salary: £26,436.80 per annum /n
• Location:Glasgow Cuprum Building, Argyle Street, Glasgow - THIS IS NOT A WORK FROM HOME ROLE /n
• Shifts: Monday to Sunday 8.00 am - 8.00 pm. Please note you must be able to work any shifts between these times. /n
• Contract: Full Time Permanent (40 hours per week) /n
• Background Checking: /n
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• Right to Work in the UK
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• Criminal Record Check
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• Enhanced Credit Check which will include looking for active defaults, CCJs, IVAs, bankruptcy
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• CIFAS Fraud Check
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• Global Sanctions Check
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• Media Check
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• 3 year employment history check
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• **Please note we do not allow any time off/holiday requests within the first 8 weeks of your employment
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• Please be advised of the following stage in our selection process:

We aim to email shortlisted candidates an online assessment link within one working day of application. Please ensure this is completed within 72 hours of receiving the link.

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What you’ll be doing

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• To undertake thorough investigations across Nationwide Group to protect the Society against all types of Economic Crime, including external and customer related Economic Crime
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• Responsible for executing thorough investigations on Nationwide’s customer base and third party administrators to identify any suspected risks they pose to the Society /n
• To support customers and all internal departments through both inbound and outbound telephony regarding prevention, detection and investigation of Economic Crime. /n
• To investigate Economic Crime cases over the phone and provide coherent, risk-orientated documentation to support the investigation and make the correct decision /n
• Make independent risk-based decisions. /n
• To be able to appropriately articulate updates and outcomes of investigations to internal/external stakeholders and/or customers using both verbal and written communication skills /n
• To work in agreed timescales within my Financial Approval Mandate /n
• Adhere to set processes and procedures to ensure the customers and Society are protected from Economic Crime and that the department is compliant with it’s legal and regulatory obligations /n
• Build relationships with stakeholders across the Society including other Protect Operational teams /n
• To take accountability and responsibility for different Economic Crime investigations, assess risks and managing/reporting Economic Crime types where appropriate /n
• To support with training, coaching and guiding colleagues within Protect by providing specialist knowledge and experience /n
• Contribute to the management of team’s mailboxes /n
• To escalate cases appropriately as per defined procedures /n
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• Qualification & Experience
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• Excellent communication skills – able to communicate with a diverse range of people /n
• A high level of accuracy with attention to detail /n
• Experience working in a fast-paced, resilient customer facing environment /n
• Strong analytical, investigation and numerical skills /n
• The ability to work independently as well as part of a team /n
• Be able to demonstrate the ability to manage your time effectively and prioritise tasks /n
• To be competent in using different IT systems /n
• Excellent decision-making skills and the ability to work in a reactive environment /n
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• Our Benefits
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• On-line recruitment process /n
• Refer & Earn Scheme /n
• 28 days’ holiday (including bank holidays), increasing to 30 days following your 1-year service anniversary /n
• Length of Service and monthly recognition awards /n
• Opportunities for career development and progression /n
• Employee welfare support with free access to our Mental Health Employee Assistance programme /n
• Pension Scheme /n
• Wide range of employee discounts /n
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Disclaimer Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through our official channels - UK phone number, text or tp.com/talent.icims email addresses. If you receive any suspicious communications claiming to be from Teleperformance, please disregard them and report the incident to our team. Your security is our priority.

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