Digital Fraud and Scams Specialist

A leading financial institution is seeking a dedicated Fraud & Scams Officer to join their team in Parramatta. This is a great opportunity to make a meaningful impact by protecting customers from fraudulent and scam activity. * $45 p/h + Super + Overtime Rates * 12-month contract, with permanent and extension opportunities available * Must have full Australian working rights * Availability to work shifts across a 24/7 roster * WFH flexibility offered after probation

This is a high-volume call centre position where your key responsibilities are to support customers who are experiencing distress due to suspected fraud or scam activity. Strong communication skills and emotional intelligence are essential, along with prior contact centre experience

Working hours:

This contact centre operates 24/7, with shifts generally between 6:00am and midnight. Flexibility is an important factor in this role, as shift times may vary depending on business needs. Successful applicants must have availability for day, evening and night shifts across a 7-day roster (including public holidays). Of course, you will receive penalty rates for eligible shifts!

Key Responsibilities:

Managing a high volume of inbound calls (40-50 per day)
Support customers impacted by fraud and scam activity with empathy and professionalism
Create and maintain detailed case records
Navigating multiple systems, you will need to be proficient with 26 internal software systems
Deliver positive customer outcomes whilst adhering to compliance requirements and performing against set KPIs

What we are looking for:

Direct experience in a contact centre environment, with exposure to handling high-volume calls (financial services experience is preferred but not essential)
Ability to manage emotionally sensitive and challenging conversations
Fraud experience is advantageous, but not essential
Clear communication skills, with the ability to remain calm and professional in a high-pressure environment

Training and development:

You'll complete a structured 4-week training period (Monday to Friday, 9:00am-5:00pm). This training is designed to equip you with the knowledge and skills required to succeed in fraud and scam investigations.

Once you are performing well in the role, you may be eligible to work within a hybrid working environment. Please note this is assessed on a case-by-case basis and is typically not available until around month four of employment.

If you have a background in customer service and want to make a real difference, we encourage you to apply.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Zoe Mackay on 02 8289 3170 for a confidential discussion.

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