Key Aspects of the Role
* 12-month fixed term contract, full time (38 hours per week) position.
* Operating hours: 8am – 12:15am from Monday to Friday, 8am – 4:21pm on Saturday and Sunday. 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.
The Fraud and Scams team is dedicated to safeguarding our customers by preventing fraudulent and scam‐related activities and providing support to those customers affected. Through innovative technology and forward‐thinking strategies, we proactively stay ahead of emerging threats to ensure robust protection. This is a phone based customer service role supporting customers who are victims of scams and you will deliver excellent customer service and innovation when dealing with customer situations.
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 Responsibilities Include
* Handling inbound and outbound calls related to potential scam or fraud activity.
* Deliver excellence in customer service and innovation.
* Conduct in‐depth scam conversations with customers in vulnerable situations.
* Pay strong attention to detail and problem‐solving across complex financial data.
* Document statements, concerns, and observations from customer conversations.
* Exercise judgment to assess potential scams.
* Identify and elevate potential and emerging trends.
* Adhere to protocols, processes, and procedures, and adapt to change.
* Multitask across several banking tools.
We're Interested In Hearing From People Who Have
* Strong problem‐solving and decision‐making capability.
* High level of personal integrity and commitment to confidentiality and privacy principles.
* Preferred experience in the Financial Services Industry, focusing on Online and Mobile roles.
* Demonstrated excellence in customer service, including personal, written, and verbal skills.
* Ability to resolve basic customer complaints.
This role involves managing high volumes of customer interactions, including handling complaints and emotionally taxing conversations. You may encounter aggressive or distressed customers. Success in this role requires emotional resilience, strong communication skills, and the ability to remain calm under pressure.
What will help you succeed?
Your strong customer service skills will help you build and maintain positive relationships with customers by resolving and identifying potential fraud/scam activity, ensuring effective banking. You will also demonstrate:
* Think outside the box and provide the best solutions to meet customers' financial needs.
* Perform well in an ambiguous environment.
* Interact with a wide range of customers and colleagues.
* Deliver excellent customer service.
* Work in a fast‐paced and highly regulated environment.
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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Advertising End Date: 13/04/2026
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