Fraud Analyst, Contact Centre Team

Job Title: :

Fraud Analyst, Contact Centre Team

Vacancy ID :

102348

Vacancy Type :

Permanent

Post Date :

17-Sep-2026

Close Date :

01-Oct-2026

PTSB is one of Ireland's leading retail and SME banks, with an innovative range of products and services powered through an evolving digital landscape, our focus is centred on ensuring we deliver what our customers, colleagues and communities need to be successful.

You will work collaboratively with your team and Team Lead to support the efficient delivery of business objectives and the day-to-day operations in a compliant manner. You will actively develop your skills through participation in performance management, personal development opportunities and coaching. PTSB are looking for ambitious and self-motivated individuals who are enthusiastic, goal orientated and have a passion for providing ‘best in class’ customer service team that is shaped by and responds to the customer. The successful candidate will be operating in a fast-moving environment which requires high levels of energy and motivation in our Customer Contact Centre Team.

Responsibilities:

• Answer inbound calls from customers in relation to activity on their account in a timely manner and within SLA’s, with a high level of professionalism and empathy.
• Confirm activity as genuine, remove card holds, update system with notes
• Confirm activity as fraudulent, cancel card, reissue card, carry out appropriate scripting, update notes on system, send card to next step in fraud process.
• Use the relevant technology in the specific area e.g. TSYS, Card-guard, Unibanks & Genesys
• Take timely actions when events have been identified
• Gather key information in respect to risks & Trends.
• Notify / Carry out escalation process
• Support other functions within the D&D function as required.
• Work effectively as part of a high performing team delivering excellent customer service while using your own initiative.

Requirements:

Essential 

• Good computer literacy in use of MS office, including Word, Excel
• Must be comfortable working in KPI driven environment
• An excellent telephone manner and strong on customer service
• Professionalism and Empathy
• A willingness to develop personal skills

Desired

• Knowledge of PSD regulation and PTSB Banking / Telephony systems
• Exceptional listening skills and attention to detail
• Experience in problem solving and decision making, have good judgement and ability to use your initiative
• Knowledge of financial criminal activity would be an advantage.

This is a Permanent position based in Blackrock, Dublin, the Republic of Ireland.

Is this you?

Please apply online on our website or via the apply link of this role. Your application will be sent through to our Talent Acquisition team and they will be in touch regarding your application.

We reserve the right to draw up a shortlist for interview.

The Bank understands the importance of a consistent and relentless focus on championing diversity and inclusion. We aim to attract, recruit, and retain individuals with diverse backgrounds, skills, competencies and abilities to work collaboratively to enhance the service we provide to all of our customers and the communities we serve.