Customer Service Representative

3 weeks ago

Perth, Western Australia Bankwest Part time
Overview

Bankwest Perth, Western Australia, Australia

Due to growth in our GFMS team, we are looking for part-time Customer Service Representatives in our Fraud Detection team. Roles available are for hours with a 12 months maximum term contract based in Perth. First 3 months will be office based, hybrid working afterwards (Manager's discretion). You must be available to work on a 24/7 rotating roster.

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. FSRC 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.

Responsibilities
  • Handle inbound and outbound calls relating to potential Scam or Fraud activity
  • Provide exceptional service to create peace of mind for customers when handling inbound fraud/scam inquiries
  • Work in a high-paced environment with a focus on inspiring confidence in customers during fraud/scam situations
  • Perform detection analysis over scam/fraud related events and ensure sound decisions follow standard operating procedures
  • Identify digital fraud trends and report on these accordingly
  • Manage a high volume of customer calls and scam alerts
  • Promptly escalate issues/risks as required
  • Maintain up-to-date knowledge of financial crime, security trends and emerging issues, and share knowledge
What we're looking for
  • Strong problem-solving and decision-making capability
  • High integrity and commitment to confidentiality and privacy principles
  • Availability to be rostered across a 24/7 roster
  • Financial Services Industry experience preferred with a focus on Online and Mobile correlated roles
  • Demonstrated excellence in customer service including personal, written and verbal skills
  • Ability to resolve basic customer complaints
What will help you succeed
  • Strong customer service skills to build and maintain positive relationships while resolving potential fraud/scam activity
  • Ability to work in a high-volume call centre environment
  • Creative problem-solving to provide the best solutions for customers' financial needs
  • Ability to perform well in an ambiguous environment
  • Ability to interact with a wide range of customers and colleagues
  • Desire to deliver excellent customer service
  • Ability to work in a fast-paced and highly regulated environment
What to include in your application
  • CV demonstrating your Customer Service experience
  • Cover letter detailing motivations or interest in Fraud
  • State in your cover letter or application the hours you are seeking
  • Confirming you can commit to the 24/7 roster and ability to work in the Perth CBD office (first 3 months in office; post this 20% in office – Manager's discretion)

Bankwest supports flexible working. After completing office-based training and being set up for success in the role, you may move to a hybrid role with a mix of work-from-home and office days. Working from home arrangements are at your manager's discretion.

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: 04/09/2025


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