Fraud & Scams Officer (Applicants Must Identify As Aboriginal And/or Torres Strait Islander)

Create your best future and join Westpac as a **Fraud and Scams Officer** - Permanent Full-time position - Parramatta based - hybrid working after role competency - Join Westpac in the Fraud and Scams team to begin your career in Financial Crime **What’s the role?** As a Fraud and Scams Officer, you will assist customers experiencing suspicious activity, validate transactions, and manage fraud cases while reporting to authorities as needed. This role requires multitasking, shift flexibility, and providing continuous support to protect customers and minimize losses. Key responsibilities include: - Servicing inbound and outbound customer telephone calls related to Card Fraud, Digital Fraud, Scams, Merchant Fraud, and Dispute matters - Liaising with internal and external customers with fraud enquiries - Monitoring transactions for fraudulent activity - Creation of scam and fraud files for case management - Refund and recovery of funds for customers - Identify continuous improvement opportunities and solutions These positions are based on site at our Parramatta office, with opportunities for hybrid working (minimum 3 days in the office) once you are established in your new role. You will work on a rotating roster of 8am - 8pm, Monday to Friday. **What do I need?** To be successful in this role, you must be an experienced customer service representative, ideally with an understanding of financial crime or fraud and scams from a financial services or banking setting. Other key attributes include: - Demonstratable experience in customer service roles - Have a passion for our customers and a focus on delivering an optimal customer experience at all times - It’s desirable to have knowledge of banking products and services like transaction accounts and credit/debit cardsIt’s desirable to have knowledge of financial crime or fraud and scams **Why join us?** We’re obsessed with becoming our customers #1 banking partner for life and we’re looking for people who are passionate about helping us achieve that goal. In return we’re committed to making Westpac the best place to work in the country. Here are just a few of the ways we’re already doing that: - Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates - Flexible work arrangements to help you achieve a greater work/life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave. - Tailored learning and development opportunities to help your grow your career within the bank. - Lots of opportunities to ‘give back’ to the Community by getting involved in our many volunteering initiativesOther divisional specific benefit - (*e.g. paid CFA qualifications* or relevant industry training) **Create your future today** To get started, simply click on the APPLY or APPLY NOW button We’re all about creating a supportive and inclusive community. We welcome everyone - no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community. If you need any adjustments during the recruitment process, you can find out more information and additional contact details by visiting the "People with Disability and/or needing Accessibility Requirements" page on our website. This position is open to Aboriginal or Torres Strait Islander applicants only. The filling of this this role is intended to constitute a special/equal opportunity measure under section 8(1) of the Racial Discrimination Act 1975 (Cth). Applicants must identify as Aboriginal and/or Torres Strait Islander. Westpac Banking Corporation has been granted an exemption under section 126 of the Anti-Discrimination Act 1977 (NSW) in relation to this position.