Identity Fraud Advisor

Role overview

Customer support and case management

• Respond to customer questions by phone, email, and web chat, providing advice and resolving identity-fraud issues.
• Provide end-to-end support for impersonation concerns, coordinating assessment, investigation, possible remediation, timely updates, and resolution.
• Interpret victims' information to identify subtle indicators of threats to customer devices and complex digital services.
• Use systems to verify and support customers, secure accounts, and decide when to refer cases to Fraud Prevention Centre analysts.
• Work with analysts on cases from varied reporting channels and communicate actions and resolutions to customers.

Collaboration and service improvement

• Coordinate with specialist HMRC tax, customs, and benefits teams responsible for a range of services.
• Develop customer packs and communication templates for identity-fraud situations, refining them using customer feedback.
• Take calls from HMRC colleagues concerned about caller credibility and manage authentication-related technical issues.
• Learn about new and current fraud vulnerabilities in HMRC services and processes.

Person specification

• Strong customer interaction skills and the ability to provide clear, considered information.
• Ability to assess different identity-fraud threats and use judgement to advise customers, secure accounts, or refer matters to analysts.
• A can-do attitude and passion for helping people.

Salary and grade

• The stated salary range is £31,096–£33,270; external applicants join at the pay-band minimum.
• The listed grade is Executive Officer, and the role includes a Civil Service Pension with a stated employer contribution of 28.97%.

Working pattern

• The posting lists flexible working and full-time, job-share, and part-time working patterns.
• The posting lists 11 positions.

Locations

• The description lists Bristol, Cardiff, Edinburgh, Leeds, Telford, and Salford (Trinity Bridge House) as locations.