Fraud & Scams Officer

Rashi Joshi; Penrith City Council; On-site; AUD 51,000 - 73,000; Full time

Benefits offered by this job

Shift roster

Overtime rates

Hybrid work after six months

Mentorship

Modern office

DEI culture

Job summary

Randstad is seeking a Fraud and Scams Officer in Parramatta for a 12-month contract. You will monitor real-time alerts, assist customers, and implement preventative actions to minimise financial loss.

The role involves handling a high volume of calls, fraud investigations, and collaboration with Risk, Legal, and Branch networks. The position offers 8-hour shifts from 6:00 AM to 8:00 PM, with weekend work and a pathway to permanent placement after probation, plus hybrid flexibility after six

Qualifications

• Minimum one year in a high-volume call centre environment.
• Ability to work a rotating roster including weekends.
• Strong written and verbal communication for investigations.

Responsibilities

• Inbound call handling for suspicious activity and unauthorised transactions.
• Process daily queue of fraud alerts from identification to resolution.
• Review transaction data to identify fraud patterns and scams.
• Liaise with Risk, Legal and Branch networks to secure compromised accounts.
• Ensure actions and customer communications meet regulatory and banking policies.

Skills

Customer service

Fraud awareness

Job description

Call Centre, Customer Service - Fraud and Scams

Pay: $45 per hour + Super + Overtime Rates

Location: Parramatta

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.