Hybrid Fraud & Scams Analyst - Customer Impact

Commonwealth Bank of Australia; Sydney; Hybrid; AUD 60,000 - 75,000; Full time

Job summary

Commonwealth Bank of Australia is seeking candidates for a Fraud & Scams contact centre role in Sydney. This is a full-time, 38-hour week position with a rotating 6am-12:15am roster and 20% in-office attendance during training, moving to hybrid work thereafter.

You'll handle inbound/outbound calls from customers affected by fraud and scams, deliver outstanding service, perform detection analysis, and report digital fraud trends.

Qualifications

• Strong problem-solving and decision-making capability.
• High level of personal integrity and commitment to confidentiality and privacy.
• 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 scam 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

Integrity & confidentiality

Customer service

Communication skills

Fraud awareness

Job description

Commonwealth Bank of Australia is seeking candidates for a Fraud & Scams contact centre role in Sydney. This is a full-time, 38-hour week position with a rotating 6am-12:15am roster and 20% in-office attendance during training, moving to hybrid work thereafter.

You'll handle inbound/outbound calls from customers affected by fraud and scams, deliver outstanding service, perform detection analysis, and report digital fraud trends.