Fraud Officer – Contact Centre

About the role

Join Cuscal’s Fraud Operations Contact Centre as a Fraud Officer, where you will protect customers’ financial wellbeing while delivering high‑quality support. You will work in a fast‑paced, 25/7 environment, handling inbound and outbound calls and managing fraud cases from detection to resolution.

Key responsibilities

• Provide empathetic, accurate assistance to customers via phone, addressing fraud alerts and inquiries.
• Investigate and resolve fraud cases promptly, ensuring compliance with internal policies.
• Collaborate with internal teams to mitigate risk and enhance fraud prevention strategies.
• Analyse transaction patterns to identify emerging fraud trends and recommend improvements.

Required profile

• Customer‑first mindset with experience in delivering high‑quality support.
• Strong curiosity about financial crime and a desire to develop expertise.
• Ability to work a rotating 7‑day roster (≈38 hours/week) in a dynamic call‑centre setting.
• Team player who can collaborate effectively across departments.

Required skills

• Understanding of card products (credit, debit, proprietary).
• Familiarity with card fraud detection tools or similar systems.

What we offer

• Opportunity to work in a collaborative, innovative environment.
• Professional growth and flexibility within a leading payments company.