Job description The Fraud and Scams Response Centre consists of seven group level functions: Bankwest, Card Fraud, Digital Fraud, Branch Fraud, Originations, Scams and Planning and Performance. Key Aspects of the Role: • 12-month fixed term contract, full time (38 hours per week) position. • Operating hours: 8am – 8pm from Monday to Friday, 8am – 5pm on Saturday and Sunday. You must be willing to work a rotating roster in accordance with the operating hours. • High volume call centre environment. • In office attendance for training is required. Once we’ve set you up for success, you will move to hybrid working with a mixture of working from home and office hub days. • In office requirement: 20%. E.g. If there are 20 working days in the month, you will need to attend the office 4 times that month. Do work that matters You will deliver excellence in customer service and innovation when dealing with customer situations. Key Responsibilities Include • 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. We’re Interested In Hearing From People Who Have • 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 Online and Mobile roles. • Demonstrated excellence in customer service, including personal, written, and verbal skills. • Ability to resolve basic customer complaints. What will help you succeed? Your strong customer service skills will help you build and maintain positive relationships with customers by resolving and identifying potential fraud/scam activity, ensuring effective banking. You will also demonstrate: • Think outside the box and provide the best solutions to meet customers' financial needs. • Perform well in an ambiguous environment. • Interact with a wide range of customers and colleagues. If this sounds like you apply today! If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career. We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696. Advertising End Date: 31/05/2025