Customer Service Representative Fraud

The Fraud and Scams Response Centre consists of seven group level functions: Bankwest, Card Fraud, Digital Fraud, Branch Fraud, Originations, Scams and Planning and Performance.

Key Aspects of the Role:

• Support our customers who have fallen victim to fraud and scam
• 12-month fixed term contract, full time (38 hours per week) position.
• Operating hours: 8am - 12:15am from Monday to Friday, 8am - 4:21pm on Saturday and Sunday. You must be willing to work a rotating roster in accordance with the operating hours.
• High volume call centre environment.
• In office attendance for training is required. Once we've set you up for success, you will move to hybrid working with a mixture of working from home and office hub days.
  • In office requirement: 20%. E.g. If there are 20 working days in the month, you will need to attend the office 4 times that month.

Do work that matters

• Deliver excellence in customer service and innovation.
• Conduct in-depth scam conversations with customers in vulnerable situations.
• Demonstrate excellent verbal communication and customer service skills.
• Pay strong attention to detail and problem-solving across complex financial data.
• Document statements, concerns, and observations from customer conversations.
• Exercise judgment to assess potential scams.
• Identify and escalate potential and emerging trends.
• Adhere to protocols, processes, and procedures, and adapt to change.
• Multitask across several banking tools.

We're interested in hearing from people who have

• Strong problem-solving and decision-making capability.
• High level of personal integrity and commitment to confidentiality and privacy principles.
• Preferred experience in the Financial Services Industry, focusing on Online and Mobile roles.
• Demonstrated excellence in customer service, including personal, written, and verbal skills.
• Ability to resolve basic customer complaints.
  

What will help you succeed?
Your strong customer service skills will help you build and maintain positive relationships with customers by resolving and identifying potential fraud/scam activity, ensuring effective banking. You will also demonstrate:

• Think outside the box and provide the best solutions to meet customers' financial needs.
• Perform well in an ambiguous environment.
• Interact with a wide range of customers and colleagues.
• Deliver excellent customer service.
• Work in a fast-paced and highly regulated environment.

If this sounds like you apply today

Whether you're passionate about customer service, driven by data, or called by creativity, a career here is for you.

Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive and flexible workplace. We are working hard to build a team of people who represent the rich diversity of our customers and communities. If you're excited about this opportunity but you don't meet every single requirement, or your experience doesn't align perfectly, we still want to encourage you to apply. You may just be the perfect candidate for this opportunity or another within CommBank.

At CommBank we will inspire you with work that makes a difference, surround you with talented people that respect and value each other, and empower you to grow professionally and personally. Most of all, making a positive impact for customers, communities and each other is part of our every day.

We're determined to make a real difference for Australia's first peoples. We encourage all interested applicants to apply. If you're already part of the Commonwealth Bank Group (including Bankwest), you'll need to apply through Sidekick to submit a valid application. We're keen to support you with the next step in your career.