Fraud Operations Analyst

Our corporate units enable our customer facing units to deliver our strategy and plans for growth. We shape and steer the direction of the business by managing our people, finances, shared services, and buildings. We also oversee our legal, regulatory and compliance obligations too.

Corporate Units play an integral role in setting and delivering our strategy and partnering with our business units in their plans for growth. We shape and steer the direction of the business by managing our people, finances, suppliers, shared services, and buildings. And if that’s not enough, we also oversee our legal, regulatory and compliance obligations too. A career in the Corporate Units is close to the strategic action and never dull. We exist as four centralized teams – Finance, Strategy and Business Services, Human Resources, Legal, Company Secretary and Regulatory Affairs and Corporate Affairs.

• As a Fraud analyst within GCB&A your responsibilities include mitigating against the risk of fraud & bad debt on mobile products for BT/EE.
• Identify suspicious and/or high risk activity utilising BT/EE systems/manual reports to detect potential fraud cases and carry out accurate risk assessments.
• Take full responsibility by prioritising workload to meet and exceed your personal objectives.
• To act quickly on potential fraud cases, liaise directly with the customer, stakeholder or the relevant department – take appropriate action to minimise the loss of revenue to BT/EE and/or customer.

• Mitigation against the risk of fraud & bad debt on mobile products for BT & EE taking ownership and accountability for any potential issues likely to impact on fraud and bad debt.
• Quickly identify suspicious or fraudulent activity utilising BT/EE systems/manual reports) to identify & stop fraud.
• Manual reports to detect potential fraud cases and carry out accurate risk assessments to identify fraudulent activity at the earliest opportunity.
• Provide analysis on fraud trends identified while working reports.
• Report cases that require further investigation to BT Security/Data Protection/Non Compliance when applicable.
• Responsible for dealing with customer queries and complaints.
• Request intelligence to fraud management systems where possible and investigate and highlight any anomalies relating to incorrect information.
• Pro-actively monitor call queues as a priority, remain logged in, available to answer inbound call queues.
• Maintain good knowledge of all products and services within the telecommunications environment.

• Understanding/knowledge of relevant billing systems.
• Excellent understanding of MS Excel, Access, Outlook, Word, SharePoint.
• Safeguard customer data in accordance with GDPR regulations and all other process and policy pertinent to protecting sensitive information.
• Communication skills – Experience in managing customer relationships across BT/EE.
• Ability to prepare cases/reports to the standard by the BT Security Investigations team.
• Strong analytic skills – Ability to quickly analyse information/data attained from external/internal sources to detect/prevent fraudulent activity.
• Problem solving/decision making skills – Effective negotiation, influencing & problem solving skills
• Flexibility/ability to work under pressure – Being flexible in providing the cover required including Bank Holidays and high risk periods i.e. Christmas.
• Ability to adhere to compliance, policy and process within the Fraud environment.
• Hard working and target driven to achieve and exceed KPIs including a high standard of quality.
• Adhere to compliance and local processes to minimise against the loss of revenue at the earliest opportunity – e.g. BCP, taking laptops home for contingency. Flexible to meet operational needs or contingency plans for emergency situations.

• 22 days annual leave (plus bank holidays) – Option to purchase 5 extra days.
• Pension scheme – 5% own contribution, BT Contributes 10%
• Shares Plan – Three share plan options
• Flexible benefits: cycle to work, healthcare, etc.
• Discounted BT products