Fraud Customer Care Agent

Join Barclays as a Fraud Customer Care Agent in our Scams Investigations team. In this role, you'll take ownership of scam cases from start to finish investigating each one thoroughly and delivering clear outcomes. You’ll typically handle 2 to 3 cases per day, working independently through the entire process until resolution.

To excel in this role, you should demonstrate:

• Exceptional ability to manage complex workloads, prioritise effectively, and consistently meet challenging deadlines

• Advanced stakeholder engagement and relationship-building skills, including influencing and negotiating with senior partners

• Excellent organisation and attention to detail, with a track record of delivering high-quality outcomes

• Deep understanding of customer engagement and service excellence, with a commitment to safeguarding customer interests

• High level of IT proficiency, including experience with investigative tools and digital platforms

Desirable skills:

• Experience within banking or financial services is advantageous, but not essential

• Practical experience in scams investigations is highly valued

• Strong analytical thinking and advanced problem-solving abilities, with experience interpreting complex data and identifying patterns

• Outstanding written and verbal communication skills, including the ability to produce clear, concise reports for senior audiences

• Proven ability to handle confidential and sensitive information with the utmost discretion

• Experience gathering, evaluating, and presenting evidence in a regulatory or legal context

• Proactive approach to identifying and supporting vulnerable customers, with a strong ethical compass

• Adaptability and resilience in a fast-paced, evolving environment

• Commitment to continuous professional development and staying abreast of emerging fraud trends and regulatory changes

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.

This role is based in Manchester and follows a rotational shift pattern. You’ll be required to work onsite for 3 days a week, with the potential to increase to 5 days depending on business needs. Initial training will be conducted onsite and typically lasts 12 to 13 weeks. To ensure smooth onboarding experience, we kindly ask that no holidays are taken during the training period. The expected start date for this role is Feb 2026.

Purpose of the role

To provide exceptional customer service while resolving more complex customer needs/requests. 

Accountabilities

• Provision of customer service through various communication channels including chat, email and phone.
• Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution   for each case.
• Collaboration with teams across the bank to align and integrate customer care processes.
• Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
• Development and implementation of customer care procedures and controls to mitigate risks and maintain efficient operations.
• Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments.
• Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
• Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• 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 own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

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.