Customer Service Representative

Due to growth in our GFMS team, we are looking now for full-time Customer Service Representatives in our Fraud Detection team

• 12 months maximum term contract (full time) based in Perth
• First 3 months will be office based, hybrid working afterwards (Managers discretion)
• You must available to work on a 24/7 rotating roster

The Fraud and Scams Response Centre (FSRC) vision is to inspire confidence and create peace of mind. We strive to provide safe banking through prevention, detection and response.

Fraud and Scams Response Centre consists of seven group level functions: Bankwest Financial Crime Services, Card Fraud, Digital Fraud, Branch Fraud, Originations & Scams, Fraud Capability Intel & Advisory, Analytics and Business Performance & Strategy.

Do work that matters

You will deliver excellence in customer service and also innovation in dealing with customer's situations:

• Handle inbound and outbound calls relating to potential Scam or Fraud activity
• Creating peace of mind for our customers by providing exceptional service when handling inbound fraud/scam call enquiries
• Working in a high paced environment with a passion to inspire confidence in our customers, specifically when being faced with a fraud or scam situation
• Perform the detection analyst over scam/fraud related events and ensure sound decisions are made whilst following the standard operating procedure.
• Identify digital fraud trends and report on these accordingly
• Manage a high volume of customer calls and scam alerts
• Prompt escalation of issues/risks out of delegation and/or as required
• Maintain an up-to-date focus on financial crime, security related trends and emerging issues, and share knowledge obtained.

We're interested in hearing from people who have

• Strong problem-solving and decision-making capability
• High level of personal integrity & commitment to confidentiality & privacy principles
• Availability to be rostered across a 24 hour/7 day roster
• Financial Services Industry experience preferred with a focus on Online and Mobile correlated roles
• Demonstrated experience in the delivery of 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 enable you to build and maintain a positive relationship with customers by resolving and identifying potential fraud/scam activity and ensuring customers are banking as effectively as possible. You will also be able to demonstrate:

• An ability to work in a high volume call centre environment
• The ability to think outside the box and ensure the best solutions is provided to your customers to meet their financial needs
• Able to perform well in an ambiguous environment
• the ability to interact with a wide range of customers and colleagues
• a desire to want to deliver excellent customer service
• Ability to work in a fast paced & highly regulated environment

What to include in your application:

• CV that demonstrates your Customer Service experience
• Cover letter that details your motivations or interest in Fraud
• Confirming you are able to commit to the 24/7 roster and ability to work in the Perth CBD office (first 3 months in office, 20% in office post this - Managers discretion).

At Bankwest we're proud to support flexible working. Once you have completed office-based training and we've set you up for success in the role to be able to work from home it may move to a hybrid role with a mix of wfh & office hub days. Working from home arrangements will be at your managers discretion.

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.