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.Follow 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 start off as a 12-month fixed term with the possibility to move permanent.
Skills: PunctualTeam playerEager to learnGood phone etiquetteStrong work ethicAbility to make on-the-spot judgment decisionsAbility to work in a fast-paced & highly regulated environmentPassionate about our just cause of inspiring confidence & creating peace of mindPERFORMANCE 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).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.
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Advertising End Date: 11/01/2025.
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