Fraud and Scams Officer

1 week ago

Sydney, Australia Westpac Group Full time

**Fraud and Scams Officer
- 12-month initial contract with potential permanent conversion afterParamatta Location

**How will I help?**

The Fraud and Scams team is part of Westpac’s Corporate services division and is responsible for protecting customers and the business from fraudulent activities. As a Fraud and Scams Officer, you will play a key role in identifying, investigating, and preventing fraud and scams targeting our customers. You will work closely with both customers and internal stakeholders to manage and resolve cases effectively while ensuring a positive experience for all involved.

Your day to day will look like:
**Customer Support**:Handle inbound calls from customers regarding suspected fraudulent activities and scams, ensuring a high level of service and empathy.

**Case Management**:Investigate and resolve cases of fraud and scams by gathering information, documenting findings, and liaising with internal fraud teams and external stakeholders when necessary.

**Prevention & Detection**:Assist in identifying patterns of fraudulent behaviour, ensuring early detection, and minimizing financial losses to the business and its customers.

**Process Adherence**: Follow established fraud prevention procedures, ensuring compliance with regulatory and security standards.

**Communication**:Provide clear communication and updates to customers throughout the resolution process, ensuring transparency and a positive customer experience.

**Continuous Improvement**:Identify opportunities for improving fraud detection and prevention processes and suggest actionable insights to improve service delivery.

**What’s in it for me?**
- **Work Schedule**: Shift Pattern: Monday to Friday between 8.00am - 8.00pm with some flexibility
- **Work Environment**:Hybrid
- **Dynamic Work**:No two cases are the same, offering you a stimulating and varied work experience.
- **Supportive Culture**:Access to resources and guidance from a supportive team.

You’ll play a significant part of the future of a business that has been around for over 200 years. Our purpose is to create better futures together. So, we’ll back you in the development of your career, internal career prospects, and flexible working. You’ll also keep learning to grow your career, backed by a fantastic team of people with a can-do, supportive structure. Whatever shape your family takes, we offer generous paid and unpaid parental leave for your nominated primary and support carers. This includes leave to organise adoptions, surrogacy, and foster care arrangements. And we continue to pay your super contributions while you take all the time you need to get your new family settled.

**What do I need?**
- Experience within banking or financial services (desired).
- Previous experience within Financial Crime or investigations in general
- Prior customer service experience including call handling.
- Investigative mindset and strong analytical skills.
- Critical thinking and the ability to interpret information and make decisions.
- Comfortable working independently and managing your own case load.
- Strong verbal, written and interpersonal communication skills.
- Computer literacy with ability to work with multiple systems with ease.

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