Customer Service Representative

Join to apply for the Customer Service Representative - Card Fraud role at Commonwealth Bank

Join to apply for the Customer Service Representative - Card Fraud role at Commonwealth Bank

The Fraud and Scams Response Centre consists of seven group level functions: Bankwest, Card Fraud, Digital Fraud, Branch Fraud, Originations, Scams and Planning and Performance.

Key Aspects of the Role:

• 12-month fixed term contract, full time (38 hours per week) position.
• Operating hours: 24 hours a day, 7 days a week. You must be willing to work a rotating roster in accordance with the operating hours.
• High volume call centre environment.
• In office attendance for training is required. Once we've set you up for success, you will move to hybrid working with a mixture of working from home and office hub days.
  • In office requirement: 20%. E.g. If there are 20 working days in the month, you will need to attend the office 4 times that month.
    
  Inbound & Detection
  • Performing in depth analysis of system detected Scam and Fraud cases via Inbound and Outbound calls.
  • Performing case analysis, strictly adhering to procedures, and coming to the right decisions.
  • Holding high value conversations with our customers to ensure the right outcome.
  • Liaising with different business units and stakeholders, placing our customers interests at the forefront.
    
    
  Skills & Experience
  • Qualifications: No formal qualification required.
  • 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.
    
    
  What will help you succeed?
  • Punctual
  • Team player
  • Eager to learn
  • Good phone etiquette
  • Strong work ethic
  • Ability to make on the spot judgment decisions
  • Ability to work in a fast paced & highly regulated environment
  • Passionate about our vision of 'Just Cause' of inspiring confidence & creating peace of mind for our people and community
    
    
  Performance Goals
  • Eager to develop and learn more about the dispute, refund and liability process for our customer.
  • Reach productivity and case output goals month on month (KPI's).
    
    
  If this sounds like you apply today
  
  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.
  
  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: 02/09/2025Seniority level
  • Seniority levelMid-Senior level
  Employment type
  • Employment typeFull-time
  Job function
  • Job functionOther

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