This role involves providing exceptional service to customers experiencing suspicious or fraudulent activity on their banking products. You will play a key role in monitoring fraud detection alerts, managing fraud cases while operating in a fast-paced problem-solving environment. Key Responsibilities: Handle inbound and outbound customer calls related to card fraud, digital fraud, scams, merchant fraud, and disputes. Using genuine care and empathy to assist customers in vulnerable and challenging situations. Monitor alerts across various banking products for potential fraud or scam activity. Create and manage fraud and scam case files for investigation and resolution. Process refunds and recover funds where applicable. Identify and mitigate identity fraud trends to reduce losses. Liaise with internal teams, merchants, and external financial institutions regarding fraud matters. Ensure compliance with relevant regulations, scheme rules, and internal policies. Provide insights into current fraud trends to support continuous improvement initiatives. Deliver exceptional customer service by resolving issues promptly and effectively. What We're Looking For: Proven experience in a phone-based customer service role. Knowledge of banking products such as transaction accounts, credit/debit cards (preferred). Exceptional written and verbal communication and interpersonal skills. Experience handling sensitive matters with customers in vulnerable situations. Intermediate computer skills: knowledge of fraud prevention is desirable but not essential. Personal Attributes: Passionate about delivering outstanding customer experiences. Ethical and accountable in all dealings. Adaptable to change and proactive in finding new solutions. Results-driven with strong time management skills. Position Details: Initial 12 Month Contract with a view of extension / permanent conversion Full Time Hours Per Week (38) Bedford Park Location Rotating Roster between 6:00am and 8:00pm Monday - Saturday Attractive Hourly Pay Rate Must be able to provide 2 professional references Must be able to pass a full criminal history and background check Aboriginal and Torres Strait Islander Peoples are encouraged to apply. To apply please click apply or call Shaan Kelly on 08 8216 35for a confidential discussion.
