Customer Expert - NBS Fraud (Beith)

Customer Expert

At Teleperformance, we deliver an outstanding customer experience, at every single opportunity, as a result of our commitment, passion and dedication to excellence.

You will be taking inbound calls on behalf of our prestigious banking client Nationwide. 

When applying for this role, please ensure that you upload copy of your CV when requested.

A mimimum of 6 months contact centre/telephony experience is a requirement for this role.

Start Date: 26 October 2026

• Salary: £26,436.80 per annum
• Location:Glasgow Cuprum Building, Argyle Street, Glasgow - THIS IS NOT A WORK FROM HOME ROLE
• Shifts: Monday to Sunday 8.00 am - 8.00 pm. Please note you must be able to work any shifts between these times.
• Contract: Full Time Permanent (40 hours per week)
• Background Checking:
  • Right to Work in the UK
  • Criminal Record Check
  • Enhanced Credit Check which will include looking for active defaults, CCJs, IVAs, bankruptcy 
  • CIFAS Fraud Check
  • Global Sanctions Check
  • Media Check
  • 3 year employment history check

**Please note we do not allow any time off/holiday requests within the first 8 weeks of your employment

Please be advised of the following stage in our selection process:

We aim to email shortlisted candidates an online assessment link within one working day of application. Please ensure this is completed within 72 hours of receiving the link.

What you’ll be doing

To undertake thorough investigations across Nationwide Group to protect the Society against all types of Economic Crime, including external and customer related Economic Crime

• Responsible for executing thorough investigations on Nationwide’s customer base and third party administrators to identify any suspected risks they pose to the Society
• To support customers and all internal departments through both inbound and outbound telephony regarding prevention, detection and investigation of Economic Crime.
• To investigate Economic Crime cases over the phone and provide coherent, risk-orientated documentation to support the investigation and make the correct decision
• Make independent risk-based decisions.
• To be able to appropriately articulate updates and outcomes of investigations to internal/external stakeholders and/or customers using both verbal and written communication skills
• To work in agreed timescales within my Financial Approval Mandate
• Adhere to set processes and procedures to ensure the customers and Society are protected from Economic Crime and that the department is compliant with it’s legal and regulatory obligations
• Build relationships with stakeholders across the Society including other Protect Operational teams
• To take accountability and responsibility for different Economic Crime investigations, assess risks and managing/reporting Economic Crime types where appropriate
• To support with training, coaching and guiding colleagues within Protect by providing specialist knowledge and experience
• Contribute to the management of team’s mailboxes
• To escalate cases appropriately as per defined procedures

Qualification & Experience 

• Excellent communication skills – able to communicate with a diverse range of people
• A high level of accuracy with attention to detail
• Experience working in a fast-paced, resilient customer facing environment
• Strong analytical, investigation and numerical skills
• The ability to work independently as well as part of a team
• Be able to demonstrate the ability to manage your time effectively and prioritise tasks
• To be competent in using different IT systems
• Excellent decision-making skills and the ability to work in a reactive environment