Job Description

Create your best future and join Westpac as a Fraud & Scams Officer within our digital stream, where you'll play an important role in protecting customers and communities from financial crime. You'll be the person customers turn to when they've experienced suspicious activity, fraud or scams on their accounts, helping them navigate what can often be a stressful and emotional situation.

What’s the role?

This is a phone-based role within our Paramatta contact centre. You'll spend most of your day speaking with customers while investigating fraud and scam matters, reviewing alerts, gathering information and taking action to protect customers and minimise risk.

This is a fast-paced and complex environment where you'll typically handle 40+ inbound and outbound customer calls each day while navigating multiple systems, assessing risks and balancing competing priorities. You'll be required to gather information, analyse customer circumstances, make sound decisions and take appropriate action to protect customers and the bank from fraud and scam risks. You'll work to service level and performance expectations, including quality, compliance and productivity measures, with regular coaching and feedback to support your development and success.

Our contact centre operates 24/7, with most team members rostered between 6:00am and midnight across weekdays, weekends and public holidays. Shift times vary based on customer and business needs and may include early morning, daytime, afternoon and evening shifts. Flexibility is an important part of this role, as rosters are scheduled to meet customer and operational requirements. Shift loading rates apply for eligible shifts. While the operation includes overnight coverage, not all team members will be rostered overnight shifts.

What you'll be doing:

• Managing a high volume of inbound and outbound customer calls throughout the day
• Supporting vulnerable customers who may be experiencing significant financial or emotional impacts as a result of fraud or scams with empathy and professionalism
• Assessing complex customer situations and making informed decisions based on available information, policies and fraud indicators
• Applying judgement and critical thinking to identify risks, prevent losses and achieve appropriate customer outcomes
• Creating detailed fraud and scam case files
• Recovering and protecting customer funds where possible
• Navigating multiple systems while speaking with customers
• Working collaboratively with fraud specialists, investigators and other teams across the bank
• Contributing to continuous improvement and identifying emerging fraud trends
• Delivering quality customer outcomes while meeting operational targets

What do you need?

This is a genuine contact centre role, best suited to people who enjoy speaking with customers all day, thrive in a structured environment and are comfortable working in a high-volume, complex and emotionally demanding customer service environment. The role requires resilience, strong judgement and the ability to support customers who may be experiencing distress or vulnerability following a fraud or scam event.

We are looking for your:

• Experience working in a contact centre or high-volume complex customer service environment
• Strong communication and active listening skills
• Demonstrated resilience and the ability to remain calm and effective when managing challenging or emotionally sensitive situations
• Strong decision-making skills and the ability to assess information, identify risks and determine appropriate actions
• Ability to support vulnerable customers with empathy while balancing customer outcomes, risk and compliance requirements
• Experience meeting productivity, quality or performance targets
• Confidence using multiple systems simultaneously
• Exposure to fraud, scams, investigations or financial services is advantageous but not essential

Why join us?

We’re obsessed with becoming our customers' #1 banking partner for life and we’re looking for people who are passionate about helping us achieve that goal. In return, we’re committed to making Westpac the best place to work in the country. Here are just a few of the ways we’re already doing that:

• Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates!
• Flexible work arrangements to help you achieve a greater work/life balance, and a variety of leave options including Culture, Lifestyle and Wellbeing leave.
• Tailored learning and development opportunities to help your grow your career within the bank.
• Lots of opportunities to ‘give back’ to the Community by getting involved in our many volunteering initiatives

Create your future today

To get started, simply click on the APPLY or APPLY NOW button

We’re all about creating a supportive and inclusive community. We welcome everyone – no matter your age, gender, background, or abilities. We also provide additional support to welcome our veterans, Indigenous Australians and neurodiverse community.

If you need any adjustments during the recruitment process, you can find more information and contact details on our FAQs and how to contact us page, under the ‘Diversity, sustainability and flexibility’ section.