
Customer Service Representative
2 days ago
Bankwest, Perth, Western Australia, Australia. Join to apply for the Customer Service Representative - Fraud Detection - Part time role at .
Bankwest Perth, Western Australia, Australia. Join to apply for the Customer Service Representative - Fraud Detection - Part time role at Bankwest.
Due to growth in our GFMS team, we are looking now for part-time Customer Service Representatives in our Fraud Detection team. 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.
Responsibilities- 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
- Work in a high paced environment with a passion to inspire confidence in our customers, specifically when dealing with a fraud or scam situation
- Perform the detection analyst duties 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 & commitment to 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
- Strong customer service skills to build and maintain positive relationships and resolve potential fraud/scam activity
- Ability to work in a high volume call centre environment
- Ability to think outside the box to provide the best solutions
- 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 & 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 - Manager's discretion)
Advertising End Date: 04/09/2025
Seniority level- Entry level
- Part-time
- Other
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