Fraud Officer Review

A non-exhaustive list of my usual duties: 1. Monitor Call volumes and AUX use closely using CMS 2. Print whereabouts and deviation (including Credit) reports 3. Send out breaks to Plastics for Debit and Concentrix Debit 4. Update AHT Glidepath and send to approved distribution list 5. Manage the breaks of nightshift colleagues making sure resource is appropriate versus call demand at that time 6. ACTO reviews 7. Call sampling and risk checks (Not required) 8. Call takeovers 9. Referrals 10. Hold duty mobile and take absence/late calls – report all to Duty Coach 11. Morning handover to CPM and Duty Coach 12. Deal with fraud calls at First point.

Yes, I learnt how to be a better agent on the phone and give better customer service. I learnt how to put myself in the shoes of a customer and see things from their point of view. These skills put me ahead of my peers and opened up oppertunities to lead a team and then give back to my colleagues through call coaching and training roles.

i enjoyed it as a tool for applying myself to gaining a qualification. I hadn't done anything like this since university, and enjoyed getting back into study. I like how it gave me new skill and impacted on existing skills I had.

I feel quite valued, I feel that as long as I do my part, in that I come to work, do my role to the best of my ability and stretch myself the company value this through my ratings and total reward. currently for the past 5 years since completing the apprenticeship I've been seen as a strong performer.

Quite well organised. I moved role near the end of the programme and this led to some issues but these were quickly resolved, mostly to do with the fact my trainer had to listen to calls I took to see the customer service I provided, but I moved into a higher risk role and there where concerns around what she could listen too.

I recieved alot of support. At the time of completing I worked a late shift and my trainer was happy to come in late and support me on my more unsocial shift. I found that I could text her at home and usually got an answer very quickly.

I received plenty of support in my role when I was completing the apprenticeship. I had thought of taking it to the next level and was supported by my STM with this, but currently I'm saving for a mortgage and wouldn't be able to commit fully. Maybe next year!

Very well. I currently work nightshift and recieve an unsocial rate on top of my usual salary. add to this a bonus and flex and I think I do very well in my current role.

There are some with rival banks, and some insurance and other financial firms.

Yes

If you are willing to work they have great packages for insurances, the 4% flex is a great scheme.

Be yourself and imbrace the company values in all aspects of your role.