Identity Fraud Advisor
Role Overview
The Fraud Prevention Centre is expanding its response and management team within HMRC Security.
The Centre works across protection, detection, response, threat intelligence and customer support to prevent identity-related fraud.
Key Skills for This Role
Full Job Posting
Role overview
The Fraud Prevention Centre is expanding its response and management team within HMRC Security.
The Centre works across protection, detection, response, threat intelligence and customer support to prevent identity-related fraud.
Customer support and casework
- Respond to suspected identity-fraud enquiries by telephone, email and web chat, providing advice and resolving issues.
- Manage reported impersonation concerns end to end, coordinating assessment, investigation and possible remediation while keeping customers informed.
- Interpret victims’ reports for indicators of threats affecting devices and access to digital services.
- Work with specialist tax, customs and benefits teams and FPC analysts to investigate and resolve cases.
- Use systems to verify customers and determine actions to secure accounts, referring cases to analysts when appropriate.
Team and service development
- Develop customer information packs and communication templates and refine them using customer feedback.
- Advise non-FPC colleagues about caller credibility concerns and authentication-related technical issues.
- Learn about current and emerging vulnerabilities in HMRC services and processes.
- The role is new and evolving, and responsibilities may change or expand.
Role requirements
- Strong communication and customer interaction skills for supporting customers through varied conversations.
- Ability to assess identity-fraud threats and provide clear, appropriate guidance.
- Sound judgement in choosing account-security actions and deciding when to refer cases to analysts.
- Ability to collaborate with FPC analysts and specialist HMRC teams.
Salary and pension
- Salary range is £31,096–£33,270; external applicants join at the pay-band minimum.
- Civil Service pension with an employer contribution of 28.97%.
Working pattern
- The source lists flexible working, full-time, job share and part-time patterns.
Locations
- The posting lists Bristol, Cardiff, Edinburgh, Leeds, Telford and Salford as locations.
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