Expressions of Interest: Fraud & Scams Officer

Location: Parramatta  

Role Type: Full-time | Contract | On-site  

About Us 

We are partnered with a leading financial institution with a rich heritage, offering employees a multitude of opportunities. We aim to attract the best people inside and outside of the business – building an organization where the best talent thrives. 

About the Role 

This role exists to provide service to customers experiencing suspicious or fraudulent activity on their banking products and to provide accurate and timely responses to fraud detection system alerts. The expectation of the role is to deliver exceptional customer service within a contact centre environment. It requires team members to multitask and to work various shifts depending on business needs on a 24/7 rotating roster.  

Responsibilities 

• Servicing inbound and outbound customer telephone calls related to Card Fraud, Digital Fraud, Scams, Merchant Fraud, and Dispute matters. 
• Monitoring Telephone, Internet Banking, Credit Card, Merchant Fraud, Cheque, and secured/unsecured product transactional alerts for Fraud and Scam activity. 
• Creation of scam and fraud files for case management. 
• Refund and recovery of funds. 
• Monitor & manage identity fraud and fraud trends to mitigate losses. 
• Liaising with internal and external customers with fraud enquiries. 
• General ledgers and reject report reconciliation and investigation. 
• Report fraudulent customers to relevant authorities. 
• Fraud reporting to the card schemes. 
• Application of and compliance to scheme rules and regulations. 

About You

• Must have full working rights within Australia. 
• Demonstrated experience in a customer service role. 
• Knowledge of banking products and services like transaction accounts, credit/debit cards. 
• Sound communication and interpersonal skills. 
• Operational experience in handling sensitive customer matters. 
• Strong work ethic and time management. 
• Demonstrated ability to consistently meet or exceed targets and benchmarks. 
• Intermediate computer capability. 
• Fraud knowledge desirable. 

If you are passionate about providing exceptional customer service and have the expertise to handle fraud and scam operations, we invite you to express your interest in this exciting opportunity. 

Please note that by submitting an Expression of Interest (EOI), you are not submitting a formal job application. This EOI is intended to gauge interest and gather preliminary information from potential candidates. Formal applications will be requested at a later stage if your profile matches the requirements of the role. Thank you for your understanding.