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Fraud Specialist – OFFICE BASED IN GLASGOW Teleperformance is a fast-paced contact centre employer who works alongside a number of house-hold known clients to deliver world class customer service. We have a fantastic opportunity for inbound customer service specialist for our Fraud Team on the Lloyds Banking Division campaign. Here is all you need to know… • Start Date: Various 2026, • Salary: Salary dependent on experience and up to £28,500 with OTE of £29,500, • Job Type: Full Time – Permanent, • Working Hours: 40 hours per week (including training), • Operational hours after training - We require full flexibility between 10.00 - 23.00 Monday - Sunday, • Training: 2 weeks based in Glasgow, City Park., • Training hours 09:00am – 18:00pm Monday – Friday Who we are looking for… • A professional, polite and courteous telephone manner, • Ability to deliver excellent service with outgoing nature, • Excellent verbal communication skills, with fluency in English essential, • A good listener who can convey empathy, patience and understanding, • Confident and proactive to deal with difficult situations and conversations, • Confident in having customer conversations, • High levels of accuracy and attention to detail, • Confident in working independently, • Confident in making complex decisions, • Self-motivated and able to affectively problem solve, • Interpersonal skills, • Be driven to work towards achievable targets, • Excellent numeracy skills, • Experience in working with vulnerable customers, • Ability to educate our customers on how to protect themselves against Fraud, • Previous banking/ financial services experience is highly desired, • Previous call centre/ customer service experience is essential What will my role involve…? • Answer inbound calls with enthusiasm and a desire to help out customers at the first point of contact, • Raising scam and fraud cases for online and telephony banking across the Lloyds Banking Group portfolio, • Objection handling whilst ensuring the customer that we are here to help them and keep their account secure, • Investigation of pending payments with the aim to approve where there are no concerns of fraudulent activity, or scams, • Supporting and providing a positive experience for all our customers by helping them with all aspects of their personal banking, for example: bank transfers, direct debits, and digital banking support, • Helping customers that may be going through financial difficulty and debit card support, • Promoting channels such as Internet Banking and ensuring that all customers are aware and have access to the Bank’s complete range of services, • Problem solving - taking ownership of each and every query and ensuring these are resolved, making a real positive difference for our customers, • Ensure that all customers are supported in accordance with all regulatory requirements which aim to protect our customers, • Ensure all customer complaints are recorded in line with policy and where possible resolved at first touch, delivering an efficient outcome for the customer, • Ability to react fast when the day gets busy and handle a wide variety of different customers – excellent time management, • Work with vulnerable customers, and helping to resolve complex cases, • Process Excellence- Doing things well means something to you and you will always strive to improve on your work., • Collaboration- You enjoy working with others and you like working as a team player., • Communication- You can speak and write clearly and in a confident manner., • Emotional Intelligence- You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others., • Open-Mindedness- You are able to be open to different ways of thinking and new ideas., • Critical Thinking- You are able to think logically when making decisions., • Solution Orientation- Having a forward thinking mindset focused on resolving challenges., • Entrepreneurship- Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset. Here are our key benefits… • Perks at Work – Savings Discounts / Free Online Classes, • Help@Hand - Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, Legal Advice, • Critical Illness – up to £10,000, • Cycle to Work Scheme, • Eyecare support voucher, • Holiday Purchase Scheme, • Length of Service Awards, • Workplace Pension, • Monthly Inspire Awards – For the best of the best, • Refer-A-Friend earns up to £1,200 for you, • Monthly Wellbeing Webinars, • Dedicated Employee Experience Progress – Here to support TP journey, • 28 day annual leave (inclusive of bank holidays), increasing with length of service, • Discounted Bus Travel in Glasgow (First Bus) Disclaimer Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through our official channels - UK phone number, text or Teleperformance or talent.icims email address. . If you receive any suspicious communications claiming to be from Teleperformance, please disregard them and report the incident to our team. Your security is our priority. Disclaimer Please note, only candidates who meet specific language proficiency scores will be able to proceed on this campaign, this supersedes any other pass mark you may receive. Where you pass the assessment but not the above requirements we will endeavour to find other suitable roles for you however this may not be possible, in this instance we reserve the right to reject your application. If you’re interested in joining us, APPLY TODAY to create your application and our recruitment team will be in touch with you within 48 hours, but please feel free to get in touch if you want to chat with our team sooner. #priority #Priority

Aveni is redefining how financial institutions use AI. We build real, production-ready agentic systems that reshape how banks, advisers and financial services firms operate, replacing fragmented processes with intelligent, end-to-end workflows. We have been recognised as Fintech of the Year for two consecutive years and awarded Best Specialist Technology Service at the Professional Adviser Awards 2025. Backed by leading investors including Puma Private Equity, and commercially supported by Lloyds Banking Group and Nationwide Building Society, we previously completed one of Scotland’s largest Series A rounds. Since then, we’ve continued to grow rapidly as adoption of AI in financial services accelerates, and we’re now scaling our engineering organisation to meet that demand. Our engineering team includes experienced software engineers and PhD-level AI specialists, with strong ties to the University of Edinburgh, giving you access to exceptional expertise and opportunities for continuous learning as part of the day-to-day work. The role We're looking for a Lead Software Engineer to be the most senior technical voice in one of our product squads, working as a technical co-leader alongside the Engineering Manager. You'll own the squad's technical direction and engineering quality end to end, from architectural decision making and hands-on delivery, to mentoring engineers and shaping how we build across the organisation. This role demands genuine depth in AI. You'll be leading LLM powered feature development and setting the standard for how AI tooling amplifies the whole engineering process, combined with the full-stack and cloud-native chops to back it up. What you'll be doing • Setting technical direction for your squad. Owning architectural decisions, managing technical risk, and representing the engineering perspective at our Architecture Review Board, • Leading AI-powered product development: designing LLM workflows, RAG pipelines, and agentic features that run on top of our AI platform in production, at scale, • Driving adoption of AI coding tools across the full SDLC, from planning and design through code review, testing, deployment and setting the bar for how the squad works, • Delivering production grade code across the full stack: Node.js or Python backends, event-driven AWS architecture, and React where the squad needs it, • Mentoring and growing engineers across AI and full-stack domains, through code reviews, design documents, and day-to-day pairing, • Collaborating with platform teams to consume shared capabilities and contribute reusable patterns back, not building one-off solutions when a platform component will do, • Ensuring everything we ship is compliant-by-design, auditable, and built to the standards expected of software in FCA regulated financial services What we're looking for • A seasoned engineer with 10+ years of experience, including meaningful time building and operating AI/ML systems in production, • Real technical leadership. You've set direction, made architectural calls, mentored others, and influenced how a team builds, not just what it ships, • Strong hands-on AI/LLM skills: prompt engineering, RAG, model evaluation and agent frameworks. You know how these work in production, not just in demos, • Deep expertise in Node.js or Python, with solid experience in the other; comfortable switching contexts depending on what the problem needs, • Cloud-native development on AWS. Serverless, event-driven, Lambda, with an instinct for well designed, maintainable systems, • A genuine curiosity about where AI is going and the judgment to separate signal from noise when recommending what to adopt, • An instinct for building responsibly. You care about auditability, compliance, and the downstream impact of what you ship Why Aveni • You'll work at the frontier of applied AI in a domain where it actually matters, helping financial services firms serve their clients better and meet growing regulatory obligations, • AI-native engineering culture: we use AI tools seriously, across the full development process, and we're always looking to push further, • High impact from day one. As a Staff Engineer, your technical decisions will shape the product, the platform, and the engineers around you, • A talented, collaborative team building something genuinely novel, with the backing, the architecture, and the proprietary models to do it properly Benefits at Aveni What you’ll love • Remote-first working across the UK., • Work abroad policy for when you want a change of scenery., • Co-working spaces available if you want an office buzz sometimes., • 34 days holiday (including flexible bank holidays) and your birthday off., • Company-wide off-sites (yes, karaoke may happen)., • Optional Personal Development Plan., • Flexible benefits platform: you choose the benefits that matter most to you (not the company)., • Protection essentials, because we know they matter - Life Insurance, Income protection, critical illness cover, Pension (up to 5% matched employer contribution and optional increased contributions)., • Private health- and dental care for your peace of mind., • Potential share options, have a stake in what you’re building., • Enhanced family leave. Join Us in Making a Difference At Aveni, we believe that diversity drives innovation. We've built our business to ensure an inclusive workplace where everyone feels valued and empowered to contribute their best work. If you're passionate about technology and its ability to drive positive change for the future of financial services, we'd love to hear from you. Even if you don’t meet 100% of requirements, we’d like to hear from you anyway if you believe you’d fit in. Apply now to join us on our mission to transform the financial services industry through AI.

Aveni is redefining how financial institutions use AI. We build real, production-ready agentic systems that reshape how banks, advisers and financial services firms operate, replacing fragmented processes with intelligent, end-to-end workflows. We have been recognised as Fintech of the Year for two consecutive years and awarded Best Specialist Technology Service at the Professional Adviser Awards 2025. Backed by leading investors including Puma Private Equity, and commercially supported by Lloyds Banking Group and Nationwide Building Society, we previously completed one of Scotland’s largest Series A rounds. Since then, we’ve continued to grow rapidly as adoption of AI in financial services accelerates, and we’re now scaling our team to meet that demand. The Role We’re looking for a Senior AI Engineer (FinLLM / NLP) to help drive the next generation of AI systems powering financial services. This role focuses on developing, fine-tuning and deploying advanced language models that operate at production scale within highly regulated environments. You’ll work alongside our NLP team, software engineers, and product leaders to build cutting-edge solutions that transform how financial organisations use AI. This is a hands-on role where you’ll shape both the technical direction and practical deployment of large language models and NLP systems within our platform. What You’ll Do • Build and optimise LLM-powered systems, • Architect, fine-tune and optimise machine learning models including LLMs and classical ML approaches, • Experiment with modern architectures such as Transformers and Mixture-of-Experts, • Apply efficient training and fine-tuning techniques including LoRA and parameter-efficient methods, • Develop robust evaluation approaches to measure model quality and reliability, • Develop scalable AI systems, • Build and deploy production-grade NLP pipelines and services, • Ensure models operate efficiently with low latency and high availability, • Integrate models into scalable cloud infrastructure and real-world applications, • Data strategy and model training, • Lead the acquisition, processing and governance of large structured and unstructured datasets, • Apply exploratory data analysis and validation techniques to improve training pipelines, • Ensure data privacy and governance standards suitable for financial services, • Engineering best practices, • Contribute to DevOps and MLOps pipelines, • Implement robust version control, testing and CI/CD workflows, • Support reliable deployment and monitoring of models in production environments, • Technical leadership, • Mentor engineers and contribute to the technical growth of the team, • Work closely with product, engineering and data teams to deliver AI solutions, • Stay at the forefront of AI and NLP research, applying new approaches where they add value What We’re Looking For Essential experience • Significant experience building, training and deploying machine learning models, • Strong Python skills with experience using NumPy, Pandas, SciPy and modern ML frameworks such as PyTorch or TensorFlow, • Experience working with large-scale unstructured data, • Experience building and deploying production-ready NLP systems, • Familiarity with API integrations and data acquisition pipelines, • Experience implementing software engineering best practices including Git and agile development, • Experience working with cloud environments (preferably AWS) Nice to have • Experience with containerisation technologies such as Docker or Kubernetes, • Experience with frameworks such as vLLM or NeMo, • Knowledge of financial services NLP applications, • Experience designing evaluation methodologies for LLM outputs, • Experience building intelligent agents or multi-agent systems, • Skills and mindset, • Strong analytical problem-solving skills, • Ability to design scalable, production-ready AI systems, • Clear communication with both technical and non-technical stakeholders, • Passion for AI innovation and continuous learning, • Leadership and mentoring capability Qualifications • MSc or equivalent experience in a relevant field such as AI, Machine Learning, Computer Science, or Data Science Join Us in Making a Difference At Aveni, we believe that diversity drives innovation. We’ve built our business to ensure an inclusive workplace where everyone feels valued and empowered to contribute their best work. If you’re passionate about technology and its ability to drive positive change for the future of financial services, we’d love to hear from you. Even if you don’t meet 100% of requirements, we’d like to hear from you anyway if you believe you’d fit in. Apply now to join us on our mission to transform the financial services industry through AI. Benefits at Aveni What you’ll love: • Remote-first working across the UK, • Work abroad policy, • Co-working spaces available, • 34 days holiday (including flexible bank holidays) and your birthday off, • Company-wide off-sites, • Optional Personal Development Plan, • Flexible benefits platform, • Protection essentials including Life Insurance, Income Protection, Critical Illness cover, and Pension (up to 5% matched employer contribution with optional increased contributions), • Private health and dental care, • Potential share options, • Enhanced family leave

Aveni is redefining how financial institutions use AI. We build real, production-ready agentic systems that reshape how banks, advisers and financial services firms operate, replacing fragmented processes with intelligent, end-to-end workflows. We have been recognised as Fintech of the Year for two consecutive years and awarded Best Specialist Technology Service at the Professional Adviser Awards 2025. Backed by leading investors including Puma Private Equity, and commercially supported by Lloyds Banking Group and Nationwide Building Society, we previously completed one of Scotland’s largest Series A rounds. Since then, we’ve continued to grow rapidly as adoption of AI in financial services accelerates, and we’re now scaling our engineering organisation to meet that demand. Our engineering team includes experienced software engineers and PhD-level AI specialists, with strong ties to the University of Edinburgh, giving you access to exceptional expertise and opportunities for continuous learning as part of the day-to-day work. The Role As a Senior Software Engineer at Aveni, you’ll be responsible for building and scaling the products that sit on top of FinLLM (the UK's first LLM for the Financial Services industry) and other LLMs, enabling financial institutions to adopt AI safely and effectively. You won’t be expected to build or train the LLMs themselves, instead you’ll be engineering the platforms, services, user interfaces and integrations that bring those models to life in the hands of advisers, analysts and banking teams. Your work will focus on: • Designing and implementing robust event-driven microservices and APIs, • Building scalable, cloud-native systems on AWS, • Integrating LLM-powered capabilities into real-world workflows, • Collaborating closely with product and AI specialists to turn ideas into reliable, customer-ready features What you’ll be working with You should be comfortable with most of our core technologies: • Python and TypeScript, • AWS (e.g., Lambda, ECS/Fargate, API Gateway, SQS/SNS, DynamoDB, RDS), • Microservices and event-driven architectures We also actively embrace AI coding assistants (such as Claude Code) to speed up development, improve code quality and reduce repetitive work — and we encourage engineers to use these tools effectively. What we’re looking for: • Experience building production systems using Python, • Solid understanding of cloud-native engineering on AWS, • Experience with microservices, messaging patterns and distributed systems, • A commitment to clean code, testing, observability and operational excellence, • A proactive and motivated mindset — someone who wants to build, ship and iterate quickly, • Interest in AI-powered products and a drive to learn Benefits at Aveni What you’ll love • Remote-first working across the UK., • Work abroad policy for when you want a change of scenery., • Co-working spaces available if you want an office buzz sometimes., • 34 days holiday (including flexible bank holidays) and your birthday off., • Company-wide off-sites (yes, karaoke may happen)., • Optional Personal Development Plan., • Flexible benefits platform: you choose the benefits that matter most to you (not the company)., • Protection essentials, because we know they matter - Life Insurance, Income protection, critical illness cover, Pension (up to 5% matched employer contribution and optional increased contributions)., • Private health- and dental care for your peace of mind., • Potential share options, have a stake in what you’re building., • Enhanced family leave. Join Us in Making a Difference At Aveni, we believe that diversity drives innovation. We've built our business to ensure an inclusive workplace where everyone feels valued and empowered to contribute their best work. If you're passionate about technology and its ability to drive positive change for the future of financial services, we'd love to hear from you. Even if you don’t meet 100% of requirements, we’d like to hear from you anyway if you believe you’d fit in. Apply now to join us on our mission to transform the financial services industry through AI.

Lloyds Banking Division campaign. Raising scam and fraud cases for online and telephony banking across the Lloyds Banking Group portfolio.

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