Fraud & Scam Officer

This role involves providing exceptional service to customers experiencing suspicious or fraudulent activity on their banking products. You will play a key role in monitoring fraud detection alerts, managing fraud cases while operating in a fast-paced problem-solving environment.

Key Responsibilities:

• Handle inbound and outbound customer calls related to card fraud, digital fraud, scams, merchant fraud, and disputes.
• Using genuine care and empathy to assist customers in vulnerable and challenging situations.
• Monitor alerts across various banking products for potential fraud or scam activity.
• Create and manage fraud and scam case files for investigation and resolution.
• Process refunds and recover funds where applicable.
• Identify and mitigate identity fraud trends to reduce losses.
• Liaise with internal teams, merchants, and external financial institutions regarding fraud matters.
• Ensure compliance with relevant regulations, scheme rules, and internal policies.
• Provide insights into current fraud trends to support continuous improvement initiatives.
• Deliver exceptional customer service by resolving issues promptly and effectively.

What We’re Looking For:

• Proven experience in a phone-based customer service role.
• Knowledge of banking products such as transaction accounts, credit/debit cards (preferred).
• Exceptional written and verbal communication and interpersonal skills.
• Experience handling sensitive matters with customers in vulnerable situations.
• Intermediate computer skills: knowledge of fraud prevention is desirable but not essential.

Personal Attributes:

• Passionate about delivering outstanding customer experiences.
• Ethical and accountable in all dealings.
• Adaptable to change and proactive in finding new solutions.
• Results-driven with strong time management skills.

Position Details:

• Initial 12 Month Contract with a view of extension / permanent conversion
• Full Time Hours Per Week (38)
• Bedford Park Location
• Rotating Roster between 6:00am and 8:00pm Monday – Saturday
• Attractive Hourly Pay Rate
• Must be able to provide 2 professional references
• Must be able to pass a full criminal history and background check

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Shaan Kelly on 08 8216 3535 for a confidential discussion.