Fraud and Scams Analyst

Narooma; Sydney; Hybride; AUD 52 000 - 70 000; Plein temps

Résumé du poste

Narooma in Sydney is seeking motivated applicants to join our Fraud & Scams team. This is a full-time, 38-hour-per-week role on a 12-month contract, with a rotating 6am–12:15am roster across 7 days.

initial in-office training required before transitioning to a hybrid model with both home and office days. You will handle high-volume customer interactions, support victims of card fraud and scams, and contribute to protecting customers through thoughtful service, strong communication, and diligence

Qualifications

• 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.

Responsabilités

• 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 scams 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.

Connaissances

Problem-solving

Decision-making

Integrity

Communication

Customer service

Privacy

Description du poste

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 isrequired.Oncewe’veset 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 thosecustomersaffected. Through innovative technology and forward-thinking strategies, we proactively stay ahead of emerging threats to ensure robust protection. This is aphone-basedcustomer service role supporting customers who are victims of Card Fraud and Scams and you will deliver excellentcustomer service and innovation when dealing with customer situations.

The Fraud and Scams Response Centre consist of seven group level functions: Bankwest, Card Fraud, Digital Fraud, Branch Fraud, Originations, Scams and Planning and Performance.

This role involves managing high volumes of customer interactions, including handling complaints and emotionally taxing conversations. You mayencounteraggressive or distressed customers. Success in this role requires emotional resilience,strong communicationskills, the ability to remain calm under pressure and to use multiple systems at once.

Key responsibilities include

• Handling inbound and outbound calls related to potentialscamor fraud activity.

• Providing exceptional service to create peace of mind for customers during fraud/scamcall enquiries.

• Working in a high-paced environment with a passion to inspire customer confidence in fraud orscamsituations.

• Performing detection analysis on scam/fraud events and making sound decisions while following standard procedures.

• Identifyingand reporting on digital fraud trends.

• Promptly escalating issues/risks asrequired.

• Maintaining an up-to-date focus on financial crime, security trends, and emerging issues, and sharing knowledge obtained.

We’reinterested in hearing from people who have

• Strong problem-solving and decision-making capability.

• High levelof 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 andmaintainpositive relationships with customers by resolving andidentifyingpotential fraud/scamactivity, ensuring effective banking. You will alsodemonstrate:

• Think outside the boxand provide the best solutions to meet customers' financial needs.

• Perform well in an ambiguous environment.

• Interact with a wide range of customers and colleagues.

We’re aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.