Customer Service Representative - Fraud Detection

Bankwest

  • Perth, WA
  • Permanent
  • Full-time
  • 15 days ago
Due to growth in our GFMS team, we are looking now for full-time Customer Service Representatives in our Fraud Detection team!
  • 12 months maximum term contract (full time) based in Perth
  • First 3 months will be office based, hybrid working afterwards (Managers discretion)
  • You must available to work on a 24/7 rotating roster
The Fraud and Scams Response Centre (FSRC) vision is to inspire confidence and create peace of mind. We strive to provide safe banking through prevention, detection and response.Fraud and Scams Response Centre consists of seven group level functions: Bankwest Financial Crime Services, Card Fraud, Digital Fraud, Branch Fraud, Originations & Scams, Fraud Capability Intel & Advisory, Analytics and Business Performance & Strategy.Do work that mattersYou will deliver excellence in customer service and also innovation in dealing with customer’s situations:Handle inbound and outbound calls relating to potential Scam or Fraud activityCreating peace of mind for our customers by providing exceptional service when handling inbound fraud/scam call enquiriesWorking in a high paced environment with a passion to inspire confidence in our customers, specifically when being faced with a fraud or scam situationPerform the detection analyst over scam/fraud related events and ensure sound decisions are made whilst following the standard operating procedure.Identify digital fraud trends and report on these accordinglyManage a high volume of customer calls and scam alertsPrompt escalation of issues/risks out of delegation and/or as requiredMaintain an up-to-date focus on financial crime, security related trends and emerging issues, and share knowledge obtained.We’re interested in hearing from people who haveStrong problem-solving and decision-making capabilityHigh level of personal integrity & commitment to confidentiality & privacy principlesAvailability to be rostered across a 24 hour/7 day rosterFinancial Services Industry experience preferred with a focus on Online and Mobile correlated rolesDemonstrated experience in the delivery of excellence in customer service including personal, written and verbal skillsAbility to resolve basic customer complaints.What will help you succeed?Your strong customer service skills will enable you to build and maintain a positive relationship with customers by resolving and identifying potential fraud/scam activity and ensuring customers are banking as effectively as possible. You will also be able to demonstrate:An ability to work in a high volume call centre environmentThe ability to think outside the box and ensure the best solutions is provided to your customers to meet their financial needsAble to perform well in an ambiguous environmentthe ability to interact with a wide range of customers and colleaguesa desire to want to deliver excellent customer serviceAbility to work in a fast paced & highly regulated environmentWhat to include in your application:
  • CV that demonstrates your Customer Service experience
  • Cover letter that details your motivations or interest in Fraud
  • Confirming you are able to commit to the 24/7 roster and ability to work in the Perth CBD office (first 3 months in office, 20% in office post this - Managers discretion).
At Bankwest we’re proud to support flexible working. Once you have completed office-based training and we've set you up for success in the role to be able to work from home it may move to a hybrid role with a mix of wfh & office hub days. Working from home arrangements will be at your managers discretion.If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through 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: 04/09/2025

Bankwest