Fraud Customer Advisor

Job Title: Fraud Customer Advisor

Location: Edinburgh (Gogarburn) - Hybrid working available after training
Contract Type: 12-Month Temporary (potential to extend or become permanent)
Start Date: June 2026
Pay Rate: -13.75 per hour (up to -16.81 with shift allowance)
Hours: 35 hours per week, Monday-Sunday (8:00am - 10:00pm, including bank holidays)

Overview

A customer-focused role within financial services, specialising in fraud prevention and customer protection. Responsible for supporting customers who may be at risk of fraudulent activity, delivering high-quality service while ensuring compliance with regulatory standards and internal controls. This role contributes to safeguarding both customers and the organisation from financial crime.

Key Responsibilities

• Identify and prevent fraudulent activity using risk indicators, internal systems, and fraud detection tools
• Investigate customer cases thoroughly, analysing account activity and escalating complex issues where required
• Provide clear, empathetic support to customers affected by potential fraud, ensuring reassurance and resolution
• Collaborate with internal departments and external partners to resolve cases efficiently and accurately
• Maintain accurate records in line with financial services regulations and compliance standards
• Contribute to continuous improvement initiatives to enhance fraud prevention processes and customer experience
• Manage a high volume of cases in a fast-paced, target-driven environment

Skills & Experience

• Previous experience in customer service, ideally within financial services or a regulated environment
• Strong telephony skills with the ability to handle sensitive and high-pressure situations
• Excellent communication skills, both written and verbal
• High attention to detail with strong analytical and problem-solving abilities
• Ability to multi-task across multiple systems and prioritise workload effectively
• Proficient in IT systems, including Microsoft Office and data entry platforms
• Strong teamwork and collaboration skills

If you''re empathetic, resilient, and want a role where every call is a chance to protect and support someone, then this Customer Service Advisor - Fraud Department position could be the perfect fit.

Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.

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