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Customer Service Advocate
3 weeks ago
We are seeking a part-time Customer Service Representative to join our Fraud Detection team in Perth. The successful candidate will work on a 24/7 rotating roster and be responsible for handling inbound and outbound calls related to potential scam or fraud activity.
Key Responsibilities:
- Handle inbound and outbound calls relating to potential scam or fraud activity.
- Provide exceptional service to create peace of mind for customers when handling inbound fraud/scam inquiries.
- Work in a high-paced environment with a focus on inspiring confidence in customers during fraud/scam situations.
- Perform detection analysis over scam/fraud related events and ensure sound decisions follow standard operating procedures.
- Identify digital fraud trends and report on these accordingly.
- Manage a high volume of customer calls and scam alerts.
- Promptly escalate issues/risks as required.
- Maintain up-to-date knowledge of financial crime, security trends and emerging issues, and share knowledge.
Required Skills and Qualifications:
- Strong problem-solving and decision-making capability.
- High integrity and commitment to confidentiality and privacy principles.
- Availability to be rostered across a 24/7 roster.
- Financial Services Industry experience preferred with a focus on Online and Mobile correlated roles.
- Demonstrated excellence in customer service including personal, written and verbal skills.
- Ability to resolve basic customer complaints.
Benefits:
- Opportunity to work in a dynamic and fast-paced environment.
- Chance to develop your skills and knowledge in the field of fraud detection.
- Collaborative and supportive team environment.
Others:
- Competitive compensation package.
- Flexible working arrangements.
