Fraud & Scams Analyst — Customer Protection (Hybrid)

Commonwealth Bank; Sydney; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Commonwealth Bank in Sydney is seeking individuals to join our Fraud & Scams team. This full-time role involves handling high volumes of customer calls related to card fraud and scams, with a rotating 6am–12:15am shift and initial in-office training.

After training, you will work in a hybrid setup, attend the office for 20% of days, and support customers with empathy and clear guidance while staying up-to-date on financial crime trends.

Qualifications

• Proven track record of delivering high-quality customer service.
• Strong analytical and problem-solving skills.
• Commitment to privacy and confidentiality in handling financial information.
• Experience in the financial services sector, especially fraud and scams.

Responsibilities

• Handle inbound and outbound calls related to potential fraud or scam activity.
• Provide empathetic, clear guidance to customers in distress.
• Investigate and report suspicious activity using multiple systems.
• Identify and report digital fraud trends and escalate issues as required.
• Maintain up-to-date knowledge of financial crime trends and security practices.
• Record interactions accurately while protecting customer privacy.

Skills

Customer service

Problem solving

Integrity/confidentiality

Financial services experience

Job description

Commonwealth Bank in Sydney is seeking individuals to join our Fraud & Scams team. This full-time role involves handling high volumes of customer calls related to card fraud and scams, with a rotating 6am–12:15am shift and initial in-office training.

After training, you will work in a hybrid setup, attend the office for 20% of days, and support customers with empathy and clear guidance while staying up-to-date on financial crime trends.