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 handles high volumes of customer interactions, including complaints and emotionally taxing conversations, and may involve aggressive or distressed customers.

Key responsibilities

• Handle inbound and outbound calls about potential scam or fraud activity.
• Provide excellent service to give customers peace of mind during fraud or scam enquiries.
• Work in a fast-paced environment, inspiring customer confidence.
• Analyse scam and fraud events and make sound decisions following standard procedures.
• Identify and report on digital fraud trends.
• Escalate issues and risks as required.
• Stay up to date on financial crime, security trends and emerging issues and share what you learn.

Required profile

• Full-time role (38 hours per week) on a rotating roster 6am-12:15am, seven days a week, based at the South Eveleigh office in Sydney.
• 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, including personal, written and verbal skills, and ability to resolve basic customer complaints.

Required skills

• Strong problem-solving and decision-making capability.
• High level of personal integrity and commitment to confidentiality and privacy.
• Emotional resilience, strong communication skills and ability to stay calm under pressure.
• Ability to perform well in an ambiguous environment and interact with a wide range of customers and colleagues.