Payments & Fraud Administrator

Payment & Fraud Administrator
Morley, Leeds
£10.26 per hour

This is a temporary ongoing role and has the opportunity to become a fixed term contract or possibly even a permanent role for the right individual displaying the right behaviours and skill set.


This is a key role within Payments & Fraud Administration working on behalf of a leading employer in their Morley office. Working within a small, close knit team, you will be responsible for handling and resolving queries regarding potential card misuse and fraud and will require you to be able to take ownership of tasks and process information in order to manage queries through to a satisfactory conclusion.

The Payments and Fraud role is heavily focused around the online daily transactions of the company. You will receive contact from various divisions of the business (external to the site you are based at) and there will also be calls and queries passed from a secondary contact centre. Your role will be to support customers with any payment queries they may have with their online accounts. These may include delayed and holding payments, refunds and outstanding refunds, duplicate / incorrect charges and other card related queries. You will also be involved and tasked with supporting the business to minimise and prevent where possible fraudulent transactions slipping through the net. Additionally, you will be trained on how to monitor online orders and accounts to ascertain and make informed decisions as to whether these are genuine customer orders or possibly fraudulent.

Within your Payment and Fraud role you will undertake duties such as;
Receiving incoming calls from customers as well as internal and third party company contacts.
Investigating potential issues and situations, taking ownership and making informed decision on action to be taken.
On occasion escalating queries and concerns to senior levels.

As a Payment and Fraud team member you will also be the back-up support for in-store colleagues and other departmental colleagues in working together on escalated payment queries and fraudulent issues that may come up within the team. You will be communicating with customers who you believe may have committed fraud after running and checking / verifying information provided internally. In the Payment and Fraud role you will also be processing and issuing refunds and e-vouchers, auctioning cancelled order queries and possible charging issues. On some occasions you may also be required to liaise with external banks and financial institutions, HMRC and the police as and when necessary to report any fraudulent transactions.

The Payment and Fraud role is a very varied and you will be required to demonstrate excellent attention to detail, strong communication skills and the ability to follow a methodical process whilst remaining in control of the situation and job at hand. Essential to your success are strong IT and PC skills as you will be utilising various internal systems as well as MS Office packages. The role would suit a confident individual with a polite yet professional telephone manner and good strength on character. You will need the ability to think outside the box whilst also having the ability to handle sensitive or difficult situations.

Applicants are required to have previous proven customer service experience, ideally within a contact centre environment, however you will be fully trained on the processes and procedures within the payment and fraud area of this role.

Working Hours:

Will be on a shift basis and you will be required to work 37.5 hours any 5 days across the 7day working week. These may be between 08.00 - 22.00 with a possible late night being required to work until 22.00. Flexibility is essential in this role and applicants must be available immediately and able to commit to the full time hours including weekends.

You must be available from 19th October 2020 until the end of 2020 with no annual leave booked.

CLD Recruitment (Leeds) Ltd is acting as an Employment Agency in relation to this vacancy. CLD Recruitment (Leeds) Ltd is an Equal Opportunities employer; we welcome applicants from all backgrounds.

How to apply