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About the Role

The Fraud and Scams team safeguards customers by preventing fraudulent and scam-related activities and providing support to affected customers. This phone-based customer service role supports victims of Card Fraud and Scams, delivering excellent customer service and innovation.

Responsibilities

• Handling inbound and outbound calls related to potential scam or fraud activity.
• Providing exceptional service to create peace of mind for customers during fraud/scam call enquiries.
• Working in a high-paced environment with a passion to inspire customer confidence in fraud or scam situations.
• Performing detection analysis on scam/fraud events and making sound decisions while following standard procedures.
• Identifying and reporting on digital fraud trends.
• Promptly escalating issues/risks as required.
• Maintaining an up-to-date focus on financial crime, security trends, and emerging issues, and sharing knowledge obtained.

Requirements

• Strong problem-solving and decision-making capability.
• High level of personal integrity and commitment to confidentiality and privacy principles.
• Demonstrated excellence in customer service, including personal, written, and verbal skills.
• Ability to resolve basic customer complaints.
• Emotional resilience, strong communication skills, and the ability to remain calm under pressure.
• Think outside the box and provide the best solutions to meet customers' financial needs.
• Perform well in an ambiguous environment.
• Interact with a wide range of customers and colleagues.

Skills

• Customer service
• Communication skills
• Problem-solving
• Decision-making
• Confidentiality
• Privacy principles
• Financial crime awareness
• Security trends awareness

Location

• Sydney

Work Type

• Full-time
• Hybrid
• Contract

Experience Level

• 12 month contract basis (for new employees)

About the Company

• The Fraud and Scams Response Centre consists of seven group level functions: Bankwest, Card Fraud, Digital Fraud, Branch Fraud, Originations, Scams and Planning and Performance.