Financial Crime Investigator

4 weeks ago


Parramatta, New South Wales, Australia Westpac Full time

This is a unique opportunity to join Westpac as a Financial Crime Investigator, where you will be responsible for servicing inbound and outbound customer telephone calls related to Card Fraud, Digital Fraud, Scams, Merchant Fraud, and Dispute matters.

As a key member of the team, you will monitor Telephone, Internet Banking, Credit Card, Merchant Fraud, Cheque, and secured/unsecured product transactional alerts for Fraud and Scam activity.

The role responsibilities may include:

  • Servicing inbound and outbound customer telephone calls related to Card Fraud, Digital Fraud, Scams, Merchant Fraud, and Dispute matters
  • Monitoring Telephone, Internet Banking, Credit Card, Merchant Fraud, Cheque, and secured/unsecured product transactional alerts for Fraud and Scam activity
  • Creation of scam and fraud files for case management
  • Refund and recovery of funds
  • Monitor & manage identity fraud and fraud trends to mitigate losses to the bank
  • Liaising with internal and external customers with fraud enquiries
  • General ledgers and reject report reconciliation and investigation
  • Fraud reporting to the card schemes
  • Application of and compliance to scheme rules and regulations

The knowledge & expertise required in your new role:

  • Previous experience within Financial Crime or investigations in general
  • Demonstrated experience in a customer service role
  • Knowledge of banking products and services like transaction accounts, credit/debit cards
  • Sound communication and interpersonal skills
  • Operational experience in handling sensitive customer matters
  • Strong work ethic and time management
  • Demonstrated ability to consistently meet or exceed targets and benchmarks
  • Intermediate computer capability
  • Fraud knowledge desirable

At Westpac, we are committed to creating a workplace that is inclusive and diverse. We believe that everyone deserves an equal opportunity to succeed, regardless of their background, culture, or identity.

Applying for this role is the first step in the hiring process. We will review your application and contact you if we would like to proceed with the next stage.



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