BA4 Fraud Agent

Join us as a Specialist Customer Care Colleague within Fraud Customer Care, where you will play a crucial role in protecting our customers from fraudulent activity acting with empathy and understanding during challenging situations. This role may involve inbound and outbound calls, conducting investigations, and managing cases with care and precision. With a strong focus on delivering outstanding customer service, report writing and case management, you’ll ensure every customer feels supported and informed throughout. You will be placed within a collaborative and knowledgeable team, with excellent mentors who will provide full training and guide you to ensure you have everything you need to succeed in this vital role at Barclays.

For this role you would be expected to work 35hrs per week, working shift patterns between Monday-Sunday 7am-11pm working two days in office with remaining from home. Successful candidates will undergo a training period which can last up to 12 weeks with mixture of onsite and working from home, you will be expected to work more onsite during the first 12 weeks of your training. We ask that you have no holidays during the first four weeks to ensure smooth onboarding and training experience. The expected start date for this role will be November 2025.

To be successful as a Specialist Customer Care Colleague, you should have:

• Passion for delivering outstanding customer service.

• Strong case management skills.

• Excellent written and verbal communication skills.

• Proficient in using IT systems and digital tools.

Some other highly valued skills may include:

• Previous experience in fraud.

• Effective stakeholder management skills.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills

We will consider applications from those able to work from our Manchester office.

Purpose of the role

To provide exceptional customer service while resolving more complex customer needs/requests. 

Accountabilities

• Provision of customer service through various communication channels including chat, email and phone.
• Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution   for each case.
• Collaboration with teams across the bank to align and integrate customer care processes.
• Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
• Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments.
• Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
• Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.