Identity Fraud Advisor

Role overview

Customer and case support

• Respond to customer questions about identity fraud by telephone, email and web chat, providing advice and resolving issues.
• Provide end-to-end support for impersonation concerns, coordinating assessment, investigation and potential remediation while keeping customers updated.
• Interpret victim reports and identify indicators of threats affecting customer devices and digital services.
• Use systems and services to verify customers, secure accounts and decide when to refer cases to FPC analysts.
• Work with analysts on cases from different reporting channels and communicate actions and resolutions to customers.
• Advise non-FPC colleagues concerned about a caller's credibility and manage authentication-related technical issues.

Collaboration and materials

• Liaise with specialist tax, customs and benefits teams across HMRC to address customer cases.
• Develop identity fraud customer packs and communication templates, refining them with FPC colleagues based on customer interactions and feedback.
• Learn about current and emerging fraud vulnerabilities in HMRC services and processes with the wider FPC.
• The role is new and evolving, and responsibilities may change or expand.

Person specification

• Strong communication and customer interaction skills, with a helpful attitude and the ability to provide clear, considered information.
• Ability to interpret identity-fraud reports, assess situations and use judgment to determine appropriate advice, action or referral.
• Ability to work with customers, analysts and specialist HMRC teams to resolve cases and support account security.

Salary and contract

• Salary is £31,096–£33,270; external applicants join at the pay-band minimum.
• The position is permanent.

Working pattern

• The advertised working patterns include full-time, part-time and job share, with flexible working.

Role details