Customer Service representative - Scams

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

You will deliver excellence in customer service and also innovation in dealing with customer's situations:

• Hold in-depth scam conversations with customers' who require extra care and may be in vulnerable circumstances.

• Excellent verbal communication skills, with a strong focus on customer service

• Strong attention to detail and problem solving across complex financial data

• Document statements, concerns, and observations from your conversation with the customer

• Exercise judgement based on the facts you gather to assess whether a scam may or may not be present.

• Identify & escalate potential and emerging trends

• Adhering to protocol, processes, procedures, and adaptable to change

• Multitasking across several banking tools

We're interested in hearing from people who have

• Strong problem-solving and decision-making capability
• High level of personal integrity & commitment to confidentiality & privacy principle
• Scams team roster - 6am - Midnight / 7 day roster
• Financial Services Industry experience preferred with a focus on Online and Mobile correlated roles
• Demonstrated experience in the delivery of excellence in customer service including personal, written and verbal skills
• Ability to resolve basic customer complaints.

What will help you succeed?

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. You will also be able to demonstrate:

• An ability to work in a high volume call centre environment.
• Availability to commit to a 12 month Max term Contract
• The ability to think outside the box and ensure the best solutions is provided to your customers to meet their financial needs
• Able to perform well in an ambiguous environment
• The ability to interact with a wide range of customers and colleagues
• A desire to want to deliver excellent customer service
• Ability to work in a fast paced & highly regulated environment

At Comm Bank we're proud to support flexible working. Once you have completed office-based training and we've set you up for success in the role to be able to work from home it may move to a hybrid role with a mix of work from home & office hub days.

If you are successful the training period will be 4 weeks full time Monday to Friday 8am - 4pm and all conducted in South Eveleigh office.

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.

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Advertising End Date: 21/12/2024

Job ID REQ225144