Customer Service Advisor - Financial Crime
Hours: 9am-5pm (37.5 hours per week)
Location: Work From Home
Salary: £14.66 per hour

Our client is passionate about truly listening to our customers to make banking more simple, personal, and fair. And change like that doesn't happen unless we all speak up with new ideas and challenge things that could be better.
Our client is currently looking for Investigators to join their dedicated Fraud team in Milton Keynes We'll look to you to enable the efficient management of fraud risk. You will be required to provide an expert investigative, consultancy and advisory service by analysing, researching, and evaluating Fraud.

Benefits:

• Full paid training
• Competitive pay rate/Pay progression
• Overtime and bonus incentives
• Great career progression.

Knowledge, Skills, and Experience:

• Sound knowledge of Investigation skills and techniques.
• The ability to show attention to detail.
• Excellent written and oral communications skills including report writing skills.
• Proven ability to communicate well by speaking to people face to face / telephone /and in written form.
• Experience working in a target/service level driven environment.
• Experience of owning a process to enable independent management of an administrative work stream.
• Strong PC skills, particularly MS Office.

The Role:

• Taking inbound calls from customers, Solicitors, and 3rd parties, answering Remediation and Financial Crime queries.

 Making outbound calls to customers and third parties.
 Completion of KYC data capture.
 Using various systems to ensure all queries raised are fully answered, ensuring the account is updated to reflect the conversation.
 Appropriately questions callers to fully understand the nature of the query, to ensure full resolution
 Identify vulnerable customers, or customers facing financial difficulties, and transfer these calls to the dedicated teams.
 Taking ownership of all calls/issues and taking appropriate actions to resolve.
 Liaising with internal departments.
 Ensuring all regulatory and legislative guidelines are adhered to, including compliance with the FCA, and GDPR.
 Achievement of Key Performance Indicators, such as: Quality Assurance targets, AHT targets, Not Ready targets, Adherence targets.
 Displaying Santander's 9 behaviours

Vetting Requirements:

• Proof of Right to work in the UK
• Proof of National Insurance - NI Card, payslip or P60/P45
• Proof of Address dated within the last 3 months - Driver/provisional License, Utility bill, Bank statement
• 3 Years referencing details (Blue Arrow will apply for these)
• DBS (processed by Blue Arrow- External DBS accepted if on the update service
• Credit Check
• Non-Disclosure Agreement

If you are interested in the role, please apply with your CV.