Fraud & Scams Officer

**Fraud & Scams Officer **- **Contractor**

**Join our team and make a difference in combating fraud**

**How will I help?**

Bring your passion for customer service and play a vital role in protecting customers from fraudulent activities by helping to protect customers' financial transactions.

As a Fraud Officer, your responsibilities will include:

- Managing Inbound and Outbound call handling, detecting and managing card and digital fraud along with off phone activity/admin tasks.
- Provide a complete customer experience on every occasion, this includes conducting outbound calls to validate transactions with customers.
- Identify and suggest continuous improvement solutions in order to enhance the customer experience
- Contribute recommendations on our detection rules/systems to minimise the impact on our customers
- Action fraud alerts within the agreed service level.
- Creation of fraud case files containing all information relevant to each case.
- Collect relevant information from fraud matters that will assist investigation staff in the prosecution of criminals.
- Ensure that all inbound calls are answered within agreed service level.
- Comply with Policies and Procedures by supporting a compliance culture through the completion of relevant compliance training, adherence to relevant external regulations and internal bank policy and procedures.
- Reporting of compliance breaches to People Leader/s in a timely manner
- Utilise business metrics to manage operations and drive efficiency including providing the business with information identified relating to current fraud trends.
- Maintain compliance

You will play an important part in our mission to provide accurate and timely responses to fraud detection, ensuring the trust and satisfaction of our customers.

**What’s in it for me?**

In a word, lots

We value our employees and strive to provide a work environment that offers numerous benefits:

- Contractors can access Employee Banking Benefits like special banking, wealth and insurance offers.
- A supportive and inclusive workplace culture that values diversity and promotes collaboration.
- Access to innovative tools and technologies to enhance your productivity and decision-making.
- Flexibility in work arrangements, promoting a healthy work-life balance.

**What do I need?**

To excel in this role, the following experience is required:

- Demonstrated experience in a customer service role, preferably within the banking or financial industry.
- Knowledge of banking products and services, such as transaction accounts and credit/debit cards.
- Sound communication and interpersonal skills
- Operational experience in handling sensitive customer matters
- Strong work ethic and time management
- Demonstrated ability to consistently meet or exceed targets and benchmarks.
- Fraud knowledge (desirable).
- **Must be able to work 24/7 rotating roster after the initial 7-week training/new starter period**

**What is it like to work there?**

At Westpac, we aim to provide one big, supportive team to help us reach our vision to achieve our purpose of creating better futures together. Working with us you'll discover new ways of working. As an equal opportunity employer, we’re proud to have created a culture where people can be their best, in an environment that values diversity and flexibility. And one where everyone belongs.

**Please note that this role will be contracted via Manpower, working onsite at Westpac**

**Do you need reasonable adjustments during the recruitment process?**

At Westpac we are committed to providing a supportive culture and creating inclusive and accessible workplaces, branches, products and services for our customers, employees, and community.