This is a Fraud & Scams Officer role with one of the leading companies in AU right now -- Westpac -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the takes off. More About the Role at Westpac **The role responsibilities may include (but are not limited to) performing the following activities:** - 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 to the bank - Liaising with internal and external customers with fraud enquiries - General ledgers and reject report reconciliation and investigation - Report fraudulent customers to Equifax - Fraud reporting to the card schemes - Application of and compliance to scheme rules and regulations **The knowledge & expertise required in your new role:** - Previous experience within Financial Crime or investigations in general - 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
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