Fraud & Scam Response Specialist (Hybrid)

Narooma; Sydney; Hybrid; AUD 52,000 - 70,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Problem-solving

Decision-making

Integrity

Communication

Customer service

Privacy

Job description

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