Fraud and Scams Analyst

About the role

The Fraud and Scams team protects customers by preventing fraudulent and scam-related activity and supporting those affected. This is a phone-based customer service role within the Fraud and Scams Response Centre, which covers seven functions: Bankwest, Card Fraud, Digital Fraud, Branch Fraud, Originations, Scams and Planning and Performance. It sits in a high-volume call centre environment at the South Eveleigh office in Sydney.

Key responsibilities

• Handle inbound and outbound calls about potential scam or fraud activity
• Provide excellent service to customers during fraud and scam enquiries
• Work in a fast-paced environment, handling complaints and emotionally taxing conversations, sometimes with aggressive or distressed customers
• Analyse scam and fraud events and follow standard procedures
• Identify and report digital fraud trends
• Escalate issues and risks as required
• Stay up to date on financial crime and security trends and share knowledge

Required profile

• Full-time role (38 hours per week) on a rotating roster 6am-12:15am, seven days a week
• In-office attendance for training is required; after training, hybrid working with 20% office days (e.g. four days a month)
• For non-current employees, hiring is on a 12-month contract basis
• Preferred: experience in the financial services industry, focused on fraud and scams
• Preferred: demonstrated customer service, complaint resolution and written and verbal communication skills

Required skills

• Emotional resilience and the ability to stay calm under pressure
• Problem-solving and decision-making
• Personal integrity and commitment to confidentiality and privacy
• Ability to work in an ambiguous environment and with a wide range of customers and colleagues