Contact Centre Agent - Project DEKA

Posted 7 March by First Data Corp Featured


First Data are currently looking for a Contact Centre Agent to work on our new Project, Project DEKKA.  The successful candidate can expect the role to be inclusive of the following:

Position Description Overview

This is a Customer Service based role within Lloyds Banking Group where you will deal with various requests from customers working in a busy team, supporting our clients with all of their needs. 

This is a FULL TIME position attracting a shift allowance due to the hours being from 2pm to 10pm Monday to Friday, no weekends.

Job Responsibilities

  • Handles both inbound & outbound calls, which are predominantly routine, but may require deviation from standard screens, scripts, and procedures.

  • Handles customer service inquiries and problems via the telephone.

  • Deal with inquiries, resolve problems, and promote products/services.

  • Receive and respond to customer service inquires via mail, fax, or email.

  • May monitor systems to detect possible fraudulent behaviour related to credit card usage and contact card holders to investigate possible fraud.

  • Researches problem areas and documents processes used to correct issues.

  • Customer service is the primary function, but may include minimal selling or promotion of products or services.

  • Use computerized system for tracking, information gathering, and/or troubleshooting.

  • Follow established procedures, but have the ability to deviate when needed, and requires only general supervision.


  • Performs work that is varied and that may be somewhat difficult in character, but usually involves limited responsibility.

  • Some evaluation, originality or ingenuity is required.

Job Requirements

  • Requires sufficient knowledge to comfortably sell or promote products, and services.

  • Typically requires a high school education or equivalent and preferably previous customer service or contact centre experience.


  • Accuracy/Attention to Detail

  • Customer Service Management

  • General Computer Competencies

  • Customer Support Policies, Standard and Process

  • Customer Support Service Agreements

  • Problem Management Process

  • Service Request Management Process

  • Knowledge of Customer Support Function

  • Customer Support Systems

  • Selling

  • Knowledge of Product Line

About First Data

First Data is a global leader in commerce-enabling technology solutions, serving more than six million business locations and 4,000 financial institutions in 118 countries around the world. Our 23,000 owner-associates are dedicated to helping companies, from start-ups to the world’s largest corporations, conduct commerce every day by securing and processing more than 2,300 transactions per second and $1.9 trillion per year. First Data is committed to staying at the forefront of our industry, and we are innovating a wide range of next-generation commerce technology solutions to help our clients better detect fraud, gain insights into consumer spending patterns and build customer loyalty. There are many exciting opportunities for talented individuals who would like to join our team and play a meaningful role in helping us shape the future of global commerce.

First Data’s Operations and Call Centre functions are focused on providing the outstanding client service, support and experiences that are critical to our ongoing success. Our Operations owner-associates are responsible for the stability of our global network infrastructure by helping our financial institution clients with various aspects of transaction processing, including statement management, card production and ticket-issue resolution. Our Call Centre owner-associates are often the first point of contact for our business clients, and they play an important role in driving client satisfaction. They are responsible for answering questions and resolving problems on a wide range of issues, including account activation inquiries, potential fraudulent activity and our full range of products and services.

First Data is an Equal Opportunity Employer

Reference: 34631532

Bank or payment details should not be provided when applying for a job. is not responsible for any external website content. All applications should be made via the 'Apply now' button.

Report this job