At a Glance
- Tasks: Help protect customers from fraud and scams through exceptional service and analysis.
- Company: Join a leading financial services team dedicated to customer safety.
- Benefits: Full-time hours, hybrid work model, and a supportive training environment.
- Other info: Dynamic call centre role with opportunities for growth in the financial sector.
- Why this job: Make a real difference by safeguarding customers and tackling fraud head-on.
- Qualifications: Strong problem-solving skills and a passion for customer service.
The predicted salary is between 56700 - 69300 $ per year.
We are on the lookout for people interested in progressing their career in Fraud & Scams.
All roles will be full time (38 hours per week), working a rotating roster 6am-12:15am 7 days a week.
Roles are based at our office at South Eveleigh (Sydney)
High volume call centre environment.
In office attendance for training is required.
Once we've set you up for success, you will move to hybrid working with a mixture of working from home and office hub days.
In office requirement: 20%.
E. g.
If there are 20 working days in the month, you will need to attend the office 4 times that month.
If you're not a current employee you will be hired on a 12 month contract basis.
Do work that matters
The Fraud and Scams team is dedicated to safeguarding our customers by preventing fraudulent and scam-related activities and providing support to those customers affected.
Through innovative technology and forward-thinking strategies, we proactively stay ahead of emerging threats to ensure robust protection.
This is a phone-based customer service role supporting customers who are victims of Card Fraud and Scams and you will deliver excellent customer service and innovation when dealing with customer situations.
The Fraud and Scams Response Centre consists of seven group level functions: Bankwest, Card Fraud, Digital Fraud, Branch Fraud, Originations, Scams and Planning and Performance.
Key responsibilities include
- Handling inbound and outbound calls related to potential scam or fraud activity.
- Providing exceptional service to create peace of mind for customers during fraud/scam call enquiries.
- Working in a high-paced environment with a passion to inspire customer confidence in fraud or scam situations.
- Performing detection analysis on scam/fraud events and making sound decisions while following standard procedures.
- Identifying and reporting on digital fraud trends.
- Promptly escalating issues/risks as required.
- Maintaining an up-to-date focus on financial crime, security trends, and emerging issues, and sharing knowledge obtained.
- We're interested in hearing from people who have
- Strong problem-solving and decision-making capability.
- High level of personal integrity and commitment to confidentiality and privacy principles.
- Preferred experience in the Financial Services Industry, focusing on Fraud and Scams.
- Demonstrated excellence in customer service, including personal, written, and verbal skills.
- Ability to resolve basic customer complaints.
What will help you succeed?
Your strong customer service skills will help you build and maintain positive relationships with customers by resolving and identifying potential fraud/scam activity, ensuring effective banking.
You will also demonstrate
- Think outside the box and provide the best solutions to meet customers' financial needs.
- Perform well in an ambiguous environment.
- Interact with a wide range of customers and colleagues.
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Fraud and Scams Analyst in Sydney employer: Commonwealth Bank Of Australia
Commonwealth Bank of Australia is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. As a Staff Software Engineer in Payments Technology, you'll have the opportunity to lead cutting-edge projects while benefiting from professional growth initiatives and a commitment to employee well-being. Located in a vibrant city, the bank provides a supportive environment where your contributions directly impact the future of financial technology.
Contact Details:
Commonwealth Bank Of Australia Recruitment Team
