Fraud Service Agent

🔒 Confidential Employer
Posted 25 March 2026
LOCATION
Manchester
TYPE
Full-time
LEVEL
Associate
SALARY
£35,000 / year
CATEGORY
Customer Service
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Fraud Investigation Customer Service Communication Skills Call Center Experience Financial Services Adaptability Organizational Skills

FULL DESCRIPTION

The Fraud Service Agent is responsible for completing fraud operations tasks to ensure [Employer hidden — view at passion-project.co.uk] is compliant and customers are protected from fraud risks and losses. The role involves handling fraud-related customer inquiries via phone, webchat, and email, investigating fraud alerts, and collaborating with Fraud & Financial Crime Strategy Leads.

What’s the opportunity

The Fraud Service Agent is responsible for completing fraud operations tasks designed to ensure [Employer hidden] is compliant, and our customers and the business are protected from fraud risks and losses. The successful candidate will be comfortable engaging directly with customers, working independently and autonomously, but with oversight from the Fraud Team Lead.   

You will work in a dynamic fast paced environment for a business that is shaking up the Consumer Finance industry. Working with a passionate set of colleagues who excel at delivery you will have a varied and interesting portfolio of activity that is not constrained by the status quo.    

What you’ll be doing (including but not limited to the following) 

  • Handling fraud related customer enquiries via inbound and outbound phone calls as well as webchat and email interactions.
  • Delivering an exceptional customer experience to individuals impacted by fraudulent activity.
  • Investigating credit card fraud & financial crime application and transactional fraud alerts, which may involve interaction directly with the customer.     
  • Close collaboration with Fraud & Financial Crime Strategy Leads through the observation of latest trends - providing a crucial feedback loop to inform our fraud strategy. 

Skills and Experience 

  • Proven Call Centre Experience: Demonstrated success in dynamic call centre environments.
  • Frand Expertise: At least 1 year experience working in a fraud team within the financial services sector.
  • Exceptional verbal Communication Skills – Empathetic, a good listener, ability to handle calls with vulnerable customers
  • Adaptability: Thrives in fast-paced, ever-changing environments.
  • Organizational Mastery: Strong organizational and time-management skills.
  • Customer Journey Insight: Comprehensive experience across the entire customer journey
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