Customer Service Representative - Scams
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**
You will deliver excellence in customer service and also innovation in dealing with customer's situations:
- Hold in-depth scam conversations with customers' who require extra care and may be in vulnerable circumstances.
- Excellent verbal communication skills, with a strong focus on customer service
- Strong attention to detail and problem solving across complex financial data
- Document statements, concerns, and observations from your conversation with the customer
- Exercise judgement based on the facts you gather to assess whether a scam may or may not be present.
- Identify & escalate potential and emerging trends
- Adhering to protocol, processes, procedures, and adaptable to change
- Multitasking 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 & commitment to confidentiality & privacy principle
- **Scams team roster - 6am - Midnight / 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.
- Availability to commit to a 12 month Max term Contract
- 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
At CommBank 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 to be able to work from home it may move to a hybrid role with a mix of work from home & office hub days.
If you are successful the training period will be 4 weeks full time Monday to Friday 8am - 4pm and all conducted in South Eveleigh office.
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Advertising End Date: 11/01/2025
Job ID REQ226566