Customer Service Representative - Card Fraud
Job Advert Text
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**
Inbound & Detection:
- Performing In depth analysis of system detected Scam and Fraud cases on 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, putting our customers interests at the forefront
Assessment:
- Performing assessment of customer and system reported fraud disputes
- Decision and issue dispute outcomes to customers
- Identify first party fraud-related trends and report on these accordingly
- Delivering excellence in customer service and innovation in dealing with complex customer situations
- the business units' protocol, policies and procedures when completing all tasks, whilst also identifying opportunities for continuous improvement
- Operating hours: 8am-5pm (Monday-Saturday)
SKILLS & EXPERIENCE
Qualifications: N/A no qualifications needed
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.
This will star toff as a 12 month fixed term with the possibility to move permanent
**Skills**:
- 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 just cause of inspiring confidence & creating peace of mind
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)
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Advertising End Date: 11/01/2025
Job ID REQ226556