AddressCustomer 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.
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), 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.
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Advertising End Date: 24/02/2024
Job ID REQ202769
