The Fraud and Scams Response Centre consists of seven group level functions: Bankwest, Card Fraud, Digital Fraud, Branch Fraud, Originations, Scams and Planning and Performance.
Key Aspects of the Role:
12-month fixed term contract, full time (38 hours per week) position.
Operating hours: 24 hours a day, 7 days a week . You must be willing to work a rotating roster in accordance with the operating hours.
High volume call centre environment.
In office attendance for training is required . Once we’ve set you up for success, you will move to hybrid working with a mixture of working from home and office hub days.
In office requirement: 20%. E.g. If there are 20 working days in the month, you will need to attend the office 4 times that month.
Inbound & Detection
Performing in depth analysis of system detected Scam and Fraud cases via Inbound and Outbound calls.
Performing case analysis, strictly adhering to procedures, and coming to the right decisions.
Holding high value conversations with our customers to ensure the right outcome.
Liaising with different business units and stakeholders, placing our customers interests at the forefront.
Skills & Experience
Qualifications: No formal qualification required.
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.
What will help you succeed?
Punctual
Team player
Eager to learn
Good phone etiquette
Strong work ethic
Ability to make on the spot judgment decisions
Ability to work in a fast paced & highly regulated environment
Passionate about our vision of ‘Just Cause’ of inspiring confidence & creating peace of mind for our people and community
Performance Goals
Eager to develop and learn more about the dispute, refund and liability process for our customer.
Reach productivity and case output goals month on month (KPI’s).
If this sounds like you apply today!
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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