Customer Service Officer

Fraud and scams can have a significant financial and emotional impact on customers. In this role, you will be the person customers turn to when they need support, reassurance and decisive action. As a Fraud & Scams Officer within a major Australian bank, you will combine empathy, curiosity and critical thinking to investigate suspicious activity, recognise fraud and scam warning signs and take action to reduce customer harm. Every customer’s circumstances are different. You will listen carefully, gather and analyse information, assess risk and make well-reasoned decisions about the actions needed to protect the customer and the bank. This is an opportunity to build specialist capability in an important and evolving area. You do not need to arrive with extensive banking or fraud knowledge. Structured training, guidance and support will help you develop the technical expertise and confidence required to succeed.

What will you be doing?

Protecting and supporting customers

• Managing inbound and outbound customer conversations relating to suspicious account activity, scams and unauthorised transactions
• Supporting customers who may be experiencing significant financial or emotional distress
• Listening carefully and creating space for customers to feel heard, understood and informed
• Explaining the actions being taken and helping customers understand what happens next
• Taking timely preventative action to protect accounts, customer funds and personal information

Investigating and making decisions

• Reviewing fraud alerts, transaction information and customer circumstances
• Asking purposeful questions to gather critical information and understand what has occurred
• Identifying fraud, scam and customer-vulnerability indicators
• Connecting information from different sources to form a clear view of risk
• Applying critical thinking and sound judgement to determine the most appropriate action
• Respectfully questioning or challenging information when potential customer harm is identified
• Escalating complex or high-risk matters to the appropriate specialist teams

Managing cases accurately

• Managing fraud and scam cases from initial identification through to the appropriate outcome
• Maintaining clear, accurate and detailed records of customer conversations, investigations and decisions
• Working across multiple systems while speaking with customers
• Managing competing priorities in a high-volume, fast-paced environment
• Ensuring decisions and customer communications meet applicable regulatory, policy, quality and compliance requirements

Working as part of a broader team

• Collaborating with fraud specialists and teams across the bank
• Seeking guidance and applying feedback to strengthen your capability
• Sharing observations about emerging fraud and scam patterns
• Contributing to better customer-protection practices and continuous improvement

What will help you succeed?

You may come from a contact centre, customer service, banking, insurance, telecommunications, complaints, community services, investigations or another environment involving complex customer conversations.

Your transferable capabilities are just as important as your industry background.

You will be someone who can demonstrate:

• Experience working in a high-volume contact centre or complex customer-service environment
• Empathy and active listening, particularly when supporting customers who are distressed or vulnerable
• Curiosity and the ability to ask thoughtful, purposeful questions
• Critical thinking and the ability to make sense of complex information
• Sound judgement and confidence making timely decisions
• Clear, professional and concise verbal and written communication
• The ability to build trust quickly and communicate calmly during sensitive conversations
• Resilience and the ability to remain composed in a fast-paced and emotionally demanding environment
• Learning agility and confidence working across multiple systems
• Strong attention to detail and ownership of your work
• A proactive, solution-focused attitude
• The ability to work within quality, risk, compliance and performance expectations

Experience in fraud, scams, investigations, banking or financial services is advantageous, but it is not essential. Candidates with strong transferable capabilities and a genuine willingness to learn are encouraged to apply.

What does success look like?

You will be successful in this role when you:

• Help customers feel heard, supported and clear about what happens next
• Identify important fraud, scam and customer-vulnerability indicators
• Make timely, well-reasoned decisions using the information available
• Take ownership of customer matters through to the appropriate outcome
• Document your investigation, reasoning and actions clearly and accurately
• Balance empathy with customer-protection, risk and compliance requirements
• Remain calm and effective during complex or emotionally challenging conversations
• Seek feedback, learn from each case and continue building your expertise
• Contribute positively to a team managing important and complex customer work

A realistic view of the environment

This is a genuine, phone-based contact-centre position within a high-volume inbound and outbound environment.

You will spend much of your day speaking with customers, investigating individual circumstances and documenting your decisions. You will navigate multiple systems, manage competing priorities and work to customer-service, quality, compliance and productivity expectations.

The work can be complex and emotionally demanding. You may speak with customers who are distressed, frustrated or experiencing vulnerability following a fraud or scam event. You will need to combine empathy and patience with objective decision-making and appropriate professional boundaries.

You will receive structured training, guidance and support to help you build confidence and capability.

What is on offer?

• Competitive remuneration: $45 per hour plus superannuation and applicable overtime rates
• Contract opportunity: A 12-month contract with potential temporary-to-permanent opportunity
• Structured development: Training, guidance and access to experienced fraud specialists and leaders
• Specialist capability: The opportunity to develop expertise in fraud, scams, customer vulnerability, investigation and risk-based decision-making
• Career experience: Valuable experience within a major Australian bank and a growing area of customer protection
• Modern workplace: A contemporary Parramatta office environment designed to support collaboration
• Inclusive culture: A workplace committed to diversity, equity and inclusion
• Roster predictability: Rosters provided in advance to support personal planning
• Potential hybrid arrangements: Eligibility may commence following successful completion of the initial six-month training and probation period

Hours and availability

This role operates on a rotating roster, including regular weekend requirements.

You must be available to work eight-hour shifts scheduled between 6.00 am and midnight, including weekends. Applicable overtime rates are available for eligible hours.

Ready to make a difference?

If you bring empathy, curiosity, sound judgement and a willingness to learn, we would like to hear from you.

You may not have worked in fraud or banking before. Your experience may be more transferable than you think, particularly if you have supported customers through complex or sensitive situations, worked with detailed information or made decisions in a fast-paced environment.

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.