• Job Description

  Req#: REQ194126

  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 - Availability to work a 24 hour/7 day roster
  • Digital Fraud - Availability to work from 6am to midnight/7 day roster
  • Scams team - Availability to work from 8am - 8pm /7 day 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: 02/09/2023

• About the company

  The Commonwealth Bank of Australia, or CommBank, is an Australian multinational bank with businesses across New Zealand, Asia, the United States and the United Kingdom.

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