Customer Service Representative - Fraud Detection

The Fraud and Scams Response Centre (FSRC) vision is to inspire confidence and create peace of mind. We strive to provide safe banking through prevention, detection and response.

Fraud and Scams Response Centre consists of seven group level functions: Bankwest FSRC, Card Fraud, Digital Fraud, Branch Fraud, Originations & Scams, Fraud Capability Intel & Advisory, Analytics and Business Performance & Strategy.

You must be based in Perth to be eligible for this position.  

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

• Availability to be rostered across a 24 hour/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

• 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

• Full time office attendance required for the first 3 months (minimum) of this role. Post this managers discretion on hybrid working.

If this sounds like you apply today!

Advertising End Date: 09/05/2025