As a Barclays Fraud Analyst, you may be assessed on 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.
Key requirements for the role:
- Deal with customer queries and ensure appropriate resolution is offered to be able to manage customer experience and NPS (Net Promoter Score).
- Handle customer requests with the support of clearly defined scripts and processes. Adhere to the Service Level Agreements specified by the client / process and ensure adherence to time schedules.
- Responsible for the management of own daily workload, to ensure telephone enquiries / queries are dealt with in an efficient and knowledgeable manner to meet the demands of the business.
- Day to day query resolution, with upward escalation of more complex queries to the management team
- Report issues and concerns as soon as possible to seniors/ team leaders/ managers etc. in time and with complete information, in which effort is made to prevent or limit possible damage/fraud.
Purpose of the role
To monitor customer accounts for suspicious/fraudulent activities and take appropriate action when required.
Accountabilities
- Execution of customer query support, including credit card inquires, account management and case resolution related to suspected fraud.
- Collaboration with various internal stakeholders across function projects and law enforcement agencies in cases of potential fraud.
- Development and implementation of fraud prevention strategies and procedures, including the use of fraud detection tools and technologies.
- Support teams within the business operations function as needed, including risk management, compliance, and customer care.
- Identification and implementation of trends and developments to regulatory requirements and internal policies related to fraud prevention and detection activities.
- Management and development of KPIs to measure the effectiveness of customer care fraud prevention operations, utilising data and technology to support the identification of areas that require improvement.
- Monitoring financial transactions for potential fraudulent and suspicious activities and conduct investigations and report fraud incidents.
Analyst Expectations
- Execute work requirements as identified in processes and procedures, collaborating with and impacting on the work of closely related teams.
- Check work of colleagues within team to meet internal and stakeholder requirements.
- Provide specialist advice and support pertaining to own work area.
- 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 all teams in area contribute to the objectives of the broader sub-function, delivering impact on the work of collaborating teams.
- Continually develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based, building upon administrative / operational expertise.
- Make judgements based on practise and previous experience.
- Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances that are not covered by procedures.
- Communicate sensitive or difficult information to customers in areas related specifically to customer advice or day to day administrative requirements.
- Build relationships with stakeholders/ customers to identify and address their needs.
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.
