Customer Service Representative

3 weeks ago

Perth, Western Australia Bankwest Part time
Overview

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 24 - 32 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
Qualifications
  • 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
What will help you succeed
  • 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
What to include in your application
  • 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
Employment type
  • Part-time
Job function
  • Other

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