Fraud and Scams Officer

As a Fraud & Scam Officer, you play a vital role in assisting customers facing suspicious or fraudulent activity within their personal banking. You’ll monitor fraud detection alerts, manage scam cases, and provide timely resolutions while delivering exceptional customer service. This role operates in a fast-paced environment requiring multitasking, adaptability, and flexibility to work across a rotating roster, ensuring the highest level of support for affected individuals.

Your duties will include:

• Handle inbound and outbound calls related to card fraud, digital fraud, scams, merchant fraud, and disputes.
• Monitor alerts across telephone banking, internet banking, credit cards, merchant accounts, cheques, and other secured/unsecured products.
• Create and manage fraud and scam case files for investigation and resolution.
• Process refunds and recover funds where applicable.
• Identify fraud trends and take action as needed.
• Ensure compliance is met using policies, procedures, scheme rules, and regulations.
• Report fraudulent activities to relevant authorities.

Essential in this role:

• Demonstrated experience in customer service roles.
• Knowledge of banking products such as transaction accounts, credit/debit cards.
• Strong communication and interpersonal skills.
• Operational experience handling sensitive customer matters.
• A proven ability to meet or exceed targets consistently.

Key Requirements

• 38 hours per week working between Monday- Friday, anywhere from 6:00am-8:00pm on a rotational roster.
• Must be able to pass a National Police History Check and 2 Referee Checks.
• Role is located in Parramatta
• Must be able to commit to full time hours on an initial 12-month contract

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Annie Harris on 08 82163528 for a confidential discussion.