Job Title: Customer Fraud Advisor

Location: Edinburgh (Gogarburn) – Hybrid working available after training

Contract Type: 12-Month Temporary (potential to extend or become permanent)

Start Date: June 2026

Pay Rate: £13.75 per hour (up to £16.81 with shift allowance)

Hours: 35 hours per week, Monday–Sunday (8:00am – 10:00pm, including bank holidays)

Overview

A customer-focused role within financial services, supporting customers impacted by suspected or confirmed fraudulent activity. Responsible for delivering empathetic, solution-driven support while utilising fraud detection tools and adhering to regulatory and compliance standards. Plays a key role in protecting customers from financial harm and maintaining trust.

Key Responsibilities

• Act as the first point of contact for customers reporting suspected fraud or unusual account activity
• Provide reassurance and support through effective questioning, active listening, and clear communication
• Investigate cases using fraud detection systems, identifying risks and preventing further financial loss
• Accurately document all interactions and maintain records in line with compliance and regulatory requirements
• Escalate complex or high-risk cases to relevant internal teams where necessary
• Collaborate with colleagues to resolve cases efficiently and improve customer outcomes
• Manage a high volume of calls and casework in a fast-paced, target-driven environment

Skills & Experience

• Proven customer service experience, ideally within financial services or a contact centre environment
• Strong telephony skills with the ability to handle sensitive and high-pressure situations
• Excellent verbal and written communication skills
• High attention to detail with strong investigative and problem-solving abilities
• Ability to multi-task across multiple systems while maintaining accuracy
• Proficient in IT systems, including Microsoft Office and data entry platforms
• Resilient, adaptable, and a strong team player

If you’re empathetic, resilient, and want a role where every call is a chance to protect and support someone, then this Customer Service Advisor – Fraud Department position could be the perfect fit.

Disclaimer

CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.

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