Customer Service Expert

2 weeks ago

Perth, Western Australia beBeeCustomerService Full time $58,000 - $78,000
Job Overview

The Fraud and Scams Response Centre (FSRC) is dedicated to delivering safe banking through prevention, detection, and response.

We strive to create peace of mind for our customers by providing exceptional service when handling fraud/scam call enquiries.

  • Main 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
  • 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 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.

Our Ideal Candidate:

  • 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?

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.

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