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News : Barclays Set Up Specialist Fraud Detection Centre in Sunderland
Sunderland, England, April 9, 2015 -- The fraud squad is coming – with the friendly voices of 200 Wearsiders tasked with helping those in their hour of need.
Barclays, in Doxford International Business Park, is to create the new posts when it launches a centre of excellence for fraud detection in the UK.
Managers, team leaders and frontline call centre workers will handle calls from the bank’s customers across the world, whose accounts or cards have suffered potential fraud.
The firm is looking to its existing staff and newcomers to fill the roles, as well as those to be left vacant as people move round the business.
Based in a refurbished office, the 200 extra posts will join 100 colleagues who joined in February after Barclays began to roll out the use of its video banking service, which allows customers to speak face-to-face with advisors via their computers, smartphones and tablets, around the clock.
Christine Allenson, Barclays’ Sunderland site president, said: "We’re looking for people that have got life experience, who will be good with potential fraud victims, who can talk to them at an emotional and difficult time for our customers and understand what they are going through.
The extra jobs have been welcomed by Sunderland City Council, which has supported the company’s Wearside efforts as it has developed the site, backed its recruitment efforts and its retention in the city.
Among the workers to be welcomed is Joe Percy, 33, from Hylton Castle, who is a team leader in retail telephony and a former physical trainer with the Royal Engineers.
Joe, who sits on a panel which helps interviews potential staff, said: "We’ve been talking about it and we think it’s great. There’s a real buzz going around."
Applicants do not need to have previous contact centre or financial services experience, because training will be provided to those who have the right values for the Barclays business.
Posted by Veronica Silva Cusi, news correspondent
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Barclays is a financial services group, with a significant international presence in Europe, the USA, Africa and Asia. It engages primarily in banking, investment banking, and investment management. It has been involved in banking for over 300 years; operates in more than 60 countries; and employs more than 110,000 permanent colleagues (including 32,500 at Absa).
Published: Friday, April 10, 2015