Identity Fraud Advisor
Role Overview
The Fraud Prevention Centre protects customers and HMRC against identity-related fraud and emerging threats through protection, detection, and response.
The Identity Fraud Advisor is a customer contact point for suspected identity fraud and works with analysts and teams across HMRC.
The advertised salary is £31,096–£33,270; external applicants join at the pay-band minimum.
Key Skills for This Role
Full Job Posting
Role overview
The Fraud Prevention Centre protects customers and HMRC against identity-related fraud and emerging threats through protection, detection, and response.
The Identity Fraud Advisor is a customer contact point for suspected identity fraud and works with analysts and teams across HMRC.
The advertised salary is £31,096–£33,270; external applicants join at the pay-band minimum.
Job description
- Support victims, help suppress criminal activity, and provide insight into threats affecting HMRC services.
- Handle customer enquiries by telephone, email, and web chat, providing advice and resolving identity-fraud issues.
- Manage customer cases from report to resolution, liaising with stakeholders, investigating issues, and providing timely updates.
- Assess information about threats to customers’ devices and access to digital services.
- Verify customers, help secure accounts, and use judgement to refer cases to FPC analysts.
- Work with analysts, specialist HMRC teams, and colleagues on cases and authentication concerns.
- Develop and refine customer packs and communication templates using customer interactions and feedback.
- Learn about current and emerging fraud vulnerabilities in HMRC services and processes.
Person specification
- Strong communication and customer interaction skills.
- Ability to interpret varied indicators of identity-related threats.
- Ability to coordinate with specialist tax, customs, and benefits teams.
- Judgement in verifying customers, determining account-security actions, and referring cases to analysts.
Working pattern
- The posting lists flexible working, full-time, job share, and part-time options.
Locations
- The description lists Bristol, Cardiff, Edinburgh, Leeds, Telford, and Salford – Trinity Bridge House as available locations.
Benefits
- The posting mentions a Civil Service Pension with an employer contribution of 28.97%.
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