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 star toff as a 12 month fixed term with the possibility to move permanent
Skills:
- 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 just cause of inspiring confidence & creating peace of mind
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 you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.
Advertising End Date: 21/09/2024