Due to continued growth in our GFMS team, we are looking for an Analystin our Fraud Detection team.

12 months secondment/contract, for 24 hours per week

You must be based in Perth to be eligible for this position.

Youmustavailable to work on a 24/7 rotating roster.

The Fraud and Scams Response Centre (FSRC) vision is to inspire confidence and create peace of mind. We strive to provide safe banking through prevention,detectionand response.

Fraud and Scams Response Centreconsistsof 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 serviceand alsoinnovation in dealing with customer’s situations:

• Handle inbound and outbound calls relating to potential Scam or Fraud activity

• Creating peace of mind for our customers by providing exceptional service when handling inbound fraud/scamcall enquiries

• Working in a high paced environment with a passion to inspire confidence in our customers, specifically when being faced with a fraud orscamsituation

• Perform the detection analyst over scam/fraud related events and ensure sound decisions are made whilst following the standard operating procedure.

• Identifydigital fraud trends and report on these accordingly

• Manage a high volume of customer calls andscamalerts

• Prompt escalation of issues/risks out of delegation and/or asrequired

• Maintain an up-to-date focus on financial crime, security related trends and emerging issues, and share knowledge obtained.

We’reinterested in hearing from people who have

• Strong problem-solving and decision-making capability

• High levelof personal integrity & commitment to confidentiality & privacy principles

• Availability to be rostered across a 24 hour/7 dayroster

• 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,writtenand verbal skills

• Ability to resolve basic customer complaints.

What will help you succeed?

• Your strong customer service skills will enable you to build andmaintaina positive relationship with customers by resolving andidentifyingpotential fraud/scamactivity and ensuring customers are banking as effectively as possible.  You will also be able todemonstrate

• An ability to work in ahigh volumecall centre environment

• The ability tothink outside the boxand 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 Bankwestwe’reproud to support flexible working. Once you have completed office-based training andwe'veset you up for success in the role to be able to work from home it may move to a hybrid role with a mix ofWFH& office hub days. Working from home arrangements will be at your managers discretion.