Customer Service Representative - Group Fraud

Group Fraud Management Services 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
• We have three teams within Fraud and you could possibly end up in anyone of the teams
• Card Fraud - 24 hour/7 day roster
• Digital Fraud - 24 hour/ 7day roster
• Scams team - 24 hour/ 7day 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.
• Availability to commit to a 12 month secondment/ Max term Contract
• 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

At CommBank 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.

If you are successful the training period will be 4 weeks full time Monday to Friday 8am - 4pm and all conducted in Eveleigh.

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. One where we're driven by our values, and supported to share ideas, initiatives, and energy. One where making a positive impact for customers, communities and each other is part of our every day.

Here, you'll thrive. You'll be supported when faced with challenges, and empowered to tackle new opportunities. We really love working here, and we think you will too.

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.