Fraud and Scams Officer

What will I be doing?

In this role, you’ll be the first point of contact for customers, providing support across multiple channels. You’ll work in a dynamic environment where your ability to stay composed, think critically, and manage sensitive information is essential.

Your key responsibilities will include:

• Handling inbound and outbound customer calls
• Responding to live online chats with accuracy and professionalism
• Working efficiently in a fast paced, high pressure environment
• Staying up to date with customer queries, trends, and emerging needs
• Thinking quickly on your feet and making confident, informed decisions
• Following established processes with a high degree of sensitivity and attention to detail

What do I need?

To excel in this role, you’ll bring experience, confidence, and a customer first mindset. You’ll enjoy problem solving and feel comfortable navigating complex or sensitive conversations.

We’re looking for candidates with:

• Previous contact centre experience within Financial Services (Banking, Insurance, Superannuation etc)
• Confidence handling high-volume call environments
• Strong customer service skills and a high level of self assurance in your work
• High emotional intelligence and empathy, paired with a “detective mindset”
• The ability to think fast, remain calm, and act decisively
• Experience in fraud or scam related roles (highly regarded)

What shifts will be required?

All rosters will be shared in advance, and you’ll work on a rotating shift schedule that may include nights, weekends, and public holidays. Overtime rates and compensation apply.

• Day shifts: 7:00am – 8:00pm
• Night shifts: 10:00pm – 6:00am
  • Taxi home reimbursement provided for night shifts
• Training: 3.5 weeks, Monday–Friday, 9:00am–5:00pm
• Flexibility: WFH options available after probation (usually 6 months on wards)

Additional Information

Please note:

• Candidates must have no upcoming holidays booked for the remainder of the year.
• This role is open only to Australian Citizens or Permanent Residents.