Identity Fraud Advisor
Role Overview
Identity Fraud Advisor in HMRC’s Fraud Prevention Centre, a capability focused on protection, detection and response to identity-related fraud.
The role supports victims, helps suppress criminal activity and provides insight on threats to HMRC services.
The role is new and evolving, and responsibilities may change or expand.
Key Skills for This Role
Full Job Posting
Role overview
Identity Fraud Advisor in HMRC’s Fraud Prevention Centre, a capability focused on protection, detection and response to identity-related fraud.
The role supports victims, helps suppress criminal activity and provides insight on threats to HMRC services.
The role is new and evolving, and responsibilities may change or expand.
Role responsibilities
- Respond to customer questions and identity fraud cases by phone, email and web chat, offering advice and resolving issues.
- Provide end-to-end case service, coordinating assessment, investigation and possible remediation while keeping customers updated.
- Interpret victim reports to identify threats affecting customer devices and complex digital services.
- Coordinate with specialist HMRC teams and FPC analysts on customer cases and account security actions.
- Use systems to verify and support customers, decide appropriate account-security actions and refer cases when needed.
- Develop customer packs and communication templates and refine them using customer feedback.
- Handle colleague concerns about caller credibility and authentication-related technical issues.
- Learn about current and emerging vulnerabilities in HMRC services and processes.
Candidate information
- Communication skills and customer interaction skills are highlighted as important for supporting customers and explaining advice.
- The supplied text cuts off before the essential criteria, so additional requirements are unavailable.
Work arrangement
- The advert lists Bristol, Cardiff, Edinburgh, Leeds, Telford and Salford as locations.
- The supplied description does not state a remote, hybrid or on-site working policy.
Contract and salary
- Permanent position; the advert lists full-time and part-time working patterns.
- Advertised salary is £31,096 to £33,270; no pay cadence is stated.
About the Fraud Prevention Centre
The FPC operates across proactive protection, customer support and response, and strategy and advisory functions.
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