Fraud & Scams Officer

Randstad NV; Sydney; On-site; AUD 51,000 - 73,000; Full time

Benefits offered by this job

Roster hours and weekend shifts

Hybrid work eligibility after 6-months

Structured training mentorship

Modern office environment

DEI-focused culture

Advance work-life balance planning

Job summary

Big4Bank is seeking a Fraud and Scams Officer to join our Parramatta-based contact centre. You will monitor real-time alerts, assist customers, and take immediate actions to minimise financial loss for both the customer and the bank.

You will handle high-volume calls, manage fraud alerts from identification to resolution, and work with Risk, Legal, and Branch teams to secure accounts. The role requires strong communication and a proactive, solution-oriented mindset.

Qualifications

• Minimum of one year experience in a high-volume call centre environment.
• Available for rotating roster including weekends and shifts between 6:00 AM and 12:00 AM.
• Ability to document investigations clearly and concisely.

Responsibilities

• Inbound and outbound contact centre handling for suspicious activity, scams, and unauthorised transactions.
• Process a daily queue of fraud alerts from identification to resolution.
• Review transaction data and customer profiles to identify fraud patterns.
• Collaborate with Risk, Legal, and Branch teams to secure compromised accounts.
• Ensure actions comply with regulatory requirements and policies.

Skills

Customer service

Fraud detection

Communication

Problem solving

Tools

CRM software

Fraud analytics tools

Job description

Call Centre, Customer Service - Fraud and Scams | Big4Bank

Pay: $45 per hour + Super + Overtime Rates

Location: Parramatta

Duration: 12-Month Contract

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 - 12:00 AM, 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 12:00 AM.
• 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.