Customer Service Representative

Due to growth in our GFMS team, we are looking now for part-time Customer Service Representatives in our Fraud Detection team 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.

The 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.

12 months maximum term contract based in Perth

Roles available are for hours

First 3 months will be office based, hybrid working afterwards (Managers discretion)

You must be available to work on a 24 / 7 rotating roster

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.

• Strong problem-solving and decision-making capability
• High level of personal integrity & confidentiality & privacy principles
• Availability to be rostered across 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.

• 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
• 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

• CV that demonstrates your Customer Service experience
• Cover letter that details your motivations or interest in Fraud
• State in your cover letter or application the hours you are looking for
• 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 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