The Fraud and Scams Response Centre consists of seven group level functions: Bankwest, Card Fraud, Digital Fraud, Branch Fraud, Originations, Scams and Planning and Performance.
Key Aspects of the Role:
* 12-month fixed term contract, full time (38 hours per week) position.
* Operating hours: 24 hours a day, 7 days a week. You must be willing to work a rotating roster in accordance with the operating hours.
* High volume call centre environment.
* In office attendance for training is required. Once we’ve set you up for success, you will move to hybrid working with a mixture of working from home and office hub days.
o In office requirement: 20%. E.g. If there are 20 working days in the month, you will need to attend the office 4 times that month.
Inbound & Detection
* Performing in depth analysis of system detected Scam and Fraud cases via 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, placing our customers interests at the forefront.
Skills & Experience
* Qualifications: No formal qualification required.
* 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.
What will help you succeed?
* Punctual
* Team player
* Eager to learn
* Good phone etiquette
* Strong work ethic
* Ability to make on the spot judgment decisions
* Ability to work in a fast paced & highly regulated environment
* Passionate about our vision of ‘Just Cause’ of inspiring confidence & creating peace of mind for our people and community
Performance 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 this sounds like you apply today!
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