At a Glance
- Tasks: Detect and investigate fraud while assisting customers in a fast-paced call centre.
- Company: Join a leading bank committed to diversity and inclusion.
- Benefits: Earn $45/hour plus super, with overtime rates and hybrid work options after training.
- Other info: Enjoy structured training and mentorship from industry experts.
- Why this job: Make a real difference by protecting customers from scams and fraud.
- Qualifications: Experience in a high-volume call centre and strong communication skills required.
The predicted salary is between 45 - 45 $ per hour.
- Call Centre, Customer Service - Fraud and Scams
- Duration: 12-Month Contract (temp-to-perm opportunity)
The Role As a Fraud and Scams Officer, you will operate within a high-volume inbound and outbound contact centre environment.
You are responsible for the frontline detection, investigation, and mitigation of fraudulent activity.
Your main responsibility is to monitor real-time alerts, assist customers with their queries, and execute immediate preventative actions to minimise financial loss for both the customer and the bank.
Key Responsibilities
- Inbound Call Handling: Manage high-volumes of customer interactions regarding suspicious account activity, scams, and unauthorised transactions.
- Case Management: Efficiently process a daily queue of fraud alerts, managing each case from initial identification through to resolution.
- Analytical Investigation: Review transaction data and customer profiles to identify patterns of sophisticated fraud or scam typologies.
- Stakeholder Liaison: Work directly with internal departments, including Risk, Legal, and Branch networks, to secure compromised accounts.
- Compliance: Ensure all actions and customer communications adhere to strict regulatory requirements and internal banking policies.
- The Perks
- Roster & Hours: This role operates on a rotating shift roster. You will work 8-hour shifts scheduled between 6:00 AM - 8:00 PM, including regular weekend requirements.
- Compensation: Competitive overtime rates apply for hours worked outside of standard scheduling.
- Hybrid Flexibility: Eligibility for hybrid work arrangements commences following the successful completion of the initial 6-month training and probation period.
- Training & Development: Access direct mentorship and structured guidance from industry-leading fraud specialists and management.
- Office
Facilities: Work from a modern, state-of-the-art office environment designed for collaboration, featuring a culture that actively supports Diversity, Equity, and Inclusion (DEI).
- Work-Life Balance: Rosters are provided in advance to ensure predictability and facilitate personal planning.
You will be successful if...
- Minimum of one year experience in a high-volume call centre environment (open to any industry).
- Full availability to work a rotating roster, including weekends and shifts scheduled between 6:00 AM and 8:00 PM.
- A "customer-obsessed" mindset with a proven ability to deliver high-quality service while managing complex or sensitive situations.
- Clear, professional, and concise verbal and written communication skills are essential for documenting investigations and speaking with customers.
- A proactive, "can-do" attitude with the ability to remain composed and solution-oriented in a fast-paced environment.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all.
We actively encourage applications from any background.
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