Position
Due to continued growth in our GFMS team, we are looking for FT Analysts in our Fraud Detection team! The role is a 12‐month secondment/contract. You must be based in Perth and available to work on a 24/7 rotating roster.
Fraud and Scams Response Centre
The vision of the FSRC is to inspire confidence and create peace of mind. We strive to provide safe banking through prevention, detection and response.
Our centre 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.
Responsibilities
* Handle inbound and outbound calls relating to potential scam or fraud activity, providing exceptional service when handling inbound fraud/scam call enquiries.
* Work in a high‐paced environment with a passion to inspire confidence in our customers when faced with fraud or scam situations.
* Perform detection analyst work on scam/fraud related events and ensure sound decisions are made while following the standard operating procedure.
* Identify digital fraud trends and report on these accordingly.
* Manage a high volume of customer calls and scam alerts.
* Promptly escalated issues or 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.
Qualifications
* Strong problem‐solving and decision‐making capability.
* High level of personal integrity and commitment to confidentiality and 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 provide the best solutions to meet your customers' financial needs.
* Ability to perform well in an ambiguous environment.
* The ability to interact with a wide range of customers and colleagues.
* A desire to deliver excellent customer service.
* Ability to work in a fast‐paced and highly regulated environment.
Benefits
At Bankwest 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, you may work from home in a hybrid arrangement of WFH and office hub days. Working‐from‐home arrangements will be at your manager's discretion.
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: 23/04/2026
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