Customer Service Representative - Digital Fraud

Fraud and Scams Team Member

Key aspects of the role:

12-month max term contract, full time (38 hours per week) position. Must be based in Sydney. Operating hours: 8am – 8pm from Monday to Friday, 8am – 5pm on Saturday and Sunday. You must be willing to work a rotating roster in accordance with these operating hours.

High volume call centre environment. In office attendance for training is required for the first 12 weeks. Once we've set you up for success, you will move to hybrid working with a mixture of working from home and office.

In office requirement: 20%. And work from home 80% E.g. If there are 20 working days in the month, you will need to attend the office 4 times that month.

Recruitment timeline:

Due to the festive season, we will not be in contact with you until the New Year.

Estimated timeline for phone screening and interview: 5th Jan – 22nd Jan

Do work that matters. The Fraud and Scams team is dedicated to safeguarding our customers by preventing fraudulent and scam-related activities and providing support to those customers affected. Through innovative technology and forward-thinking strategies, we proactively stay ahead of emerging threats to ensure robust protection.

This is a phone based customer service role supporting customers who are victims of Digital Fraud. You will deliver excellent customer service and innovation when dealing with customer situations.

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.

Key responsibilities include:

• 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.

We're interested in hearing from people who have:

• Strong problem-solving and decision-making capability.
• High level of personal integrity and commitment to confidentiality and privacy principles.
• Preferred experience in the Financial Services Industry, focusing on Online and Mobile roles.
• Demonstrated excellence in customer service, including personal, written, and verbal skills.
• Ability to resolve basic customer complaints.

This role involves managing high volumes of customer interactions, including handling complaints and emotionally taxing conversations. You may encounter aggressive or distressed customers. Success in this role requires emotional resilience, strong communication skills, and the ability to remain calm under pressure.

What will help you succeed?

Your strong customer service skills will help you build and maintain positive relationships with customers by resolving and identifying potential fraud/scam activity, ensuring effective banking. You will also demonstrate:

• 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.

If this sounds like you apply today!