Identity Fraud Advisor
Role Overview
The Fraud Prevention Centre works to protect customers and HMRC from identity-related fraud and emerging threats.
The advisor supports fraud victims, helps suppress criminal activity and provides insight into threats affecting HMRC services.
The role works with analysts and teams across HMRC to address customer issues.
Key Skills for This Role
Full Job Posting
Role overview
The Fraud Prevention Centre works to protect customers and HMRC from identity-related fraud and emerging threats.
The advisor supports fraud victims, helps suppress criminal activity and provides insight into threats affecting HMRC services.
The role works with analysts and teams across HMRC to address customer issues.
Responsibilities
- Respond to identity fraud enquiries by telephone, email and web chat, providing advice and resolving issues.
- Manage customer cases from report through investigation, remediation and resolution, providing timely updates.
- Interpret customer reports to identify threats affecting devices and digital services.
- Coordinate with specialist tax, customs and benefits teams across HMRC.
- Verify and support customers using available systems, secure accounts and refer cases to analysts when appropriate.
- Partner with FPC analysts on cases from varied reporting channels and communicate outcomes to customers.
- Develop customer packs and communication templates, refining them using customer feedback.
- Advise colleagues about caller credibility concerns and authentication issues.
- Keep informed about current and emerging fraud vulnerabilities in HMRC services and processes.
- Responsibilities may evolve as the role develops.
Person specification
- Strong communication and customer interaction skills to handle varied conversations and provide clear, considered information.
- Ability to interpret customer information and identify subtle indicators of threats.
- Ability to exercise judgement about appropriate actions and referrals to FPC analysts.
- A helpful, can-do attitude and interest in supporting people affected by identity fraud.
Pay and pension
- Salary is £31,096–£33,270; external applicants join at the pay band minimum.
- The Civil Service Pension has an employer contribution of 28.97%.
Working pattern
- Flexible working, full-time, job share and part-time patterns are listed.
Locations
- Listed locations are Bristol, Cardiff, Edinburgh, Leeds, Telford and Salford (Trinity Bridge House).
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