Fraud Officer
7 days ago
**The Company**:
Our client is a large Australian company that predominantly provides transactional banking, liquidity and capital management services and products to institutional customers including credit unions, mutual banks and superannuation funds.
**The Role**:
- Detection of fraudulent transactions at earliest opportunity by ensuring all alerts and fraud cases are complete in a timely manner
- Identify fraud trends and risks through proactive analysis of fraudulent transactional data
- Customer Service by interacting with customers through inbound and outbound phone calls
- Ensure outputs of fraud detection systems, all alerts and fraud cases are completed accurately and within required time frames
- Escalation of significant items to the Manager, Fraud Bureau
- Assist in proactive analysis of fraudulent transactional data to identify fraud trends & risks
- Ensure SLA's and Client commitment are met or exceeded
- Maintain a high level of customer service (internal & external)
- Liaise with merchants, Visa and internal departments to assist in the mitigation of fraud
**About You**:
- Strong customer service experience, such as retail, hospitality, telco, or any customer service industry
- Call Centre experience preferred
- Must be flexible with working a rotating roster
- Strong customer focused mindset and experience supporting customers and their escalations through empathy, creative problem solving and ownership
- Must be confident in dealing with high call volumes
- Must be able to work independently and as part of a team
- Strong written and verbal communication skills
- Computer and technology literate with an eye for detail and ability to proficiently multi-task
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