Customer Service Representative - Digital Fraud

Group Fraud Management Services 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 matters

You 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 activity
• Creating peace of mind for our customers by providing exceptional service when handling inbound fraud/scam call enquiries
• Working in a high paced environment with a passion to inspire confidence in our customers, specifically when being faced with a fraud or scam situation
• Perform 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 accordingly
• Manage a high volume of customer calls and scam alerts
• Prompt escalation of issues/risks out of delegation and/or as required
• Maintain 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 have

• Strong problem-solving and decision-making capability
• High level of personal integrity & commitment to confidentiality & privacy principles
• Availability to work a 24 hour/7 day roster
• Financial Services Industry experience preferred with a focus on Online and Mobile correlated roles
• Demonstrated experience in the delivery of 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 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 environment.
• Availability to commit to a 12 Max term Contract
• The ability to think outside the box and ensure the best solutions is provided to your customers to meet their financial needs
• Able to perform well in an ambiguous environment
• the ability to interact with a wide range of customers and colleagues
• a desire to want to deliver excellent customer service
• Ability to work in a fast paced & highly regulated environment

At Comm Bank 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.

If you are successful the training period will be 4 weeks full time Monday to Friday 8am - 4pm and all conducted in Eveleigh.

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.

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Advertising End Date: 26/10/2024

Job ID REQ221586