Create your best future and join Fraud and Scams - Digital team as a Fraud and Scams Officer

What’s the role?

As a Digital Fraud and Scams Officer you will support customers impacted by suspicious or fraudulent/scam activities and respond to alerts from fraud detection systems, delivering timely outcomes with a strong focus on customer service.

You will work across multiple platforms including online banking, telephone banking, in-branch transactions and mobile applications across all Westpac Group Brands.

Responsibilities:

Handle inbound and outbound calls relating to card fraud, digital fraud, scams, merchant fraud and disputes

• Monitor transactional alerts across cards, digital banking, merchant services and other products
• Create and manage fraud and scam cases end to end
• Support refunds and recovery of funds where appropriate
• Monitor identity fraud and emerging fraud trends to minimise losses
• Liaise with internal teams and external parties on fraud related enquiries
• Complete reconciliations, reporting and required scheme and Equifax reporting

The team supports customers 24/7, 365 days a year. For this intake we are offering hours between 6am to 8pm Monday to Sunday.

What do I need? 

• Fraud, scams or contact centre experience desirable
• Strong customer service skills and the ability to manage competing priorities
• Excellent problem-solving skills 
• Strong written and verbal communication skills 
• Ability to make sound decisions under pressure 

Why join us?

At Westpac, we’re passionate about becoming our customers’ #1 banking partner for life and we know that starts with creating the best workplace in the country. For Aboriginal and Torres Strait Islander peoples, that means more than just a job.

• 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 for example dedicated Sorry Business, Lifestyle and Wellbeing leave.
• Tailored career support through our Indigenous Careers Team, and growth opportunities like the Echo mentoring program and Jawun secondments.
• Lots of opportunities to ‘give back’ to the Community by getting involved in our many volunteering initiatives including our Brothers & Sisters Employee Advocacy Group and our annual Indigenous Bayala Djurali Summit.

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 out more information and additional contact details by visiting the "People with Disability and/or needing Accessibility Requirements" page on our website

At Westpac we aim to help Aboriginal and Torres Strait Islander Australians succeed by supporting Indigenous employees to build meaningful careers. Applicants must identify as Aboriginal and/or Torres Strait Islander. The filling of this position is intended to constitute a special/equal opportunity measure under section 8(1) of the Racial Discrimination Act 1975 (Cth), and section 65 of the Equal Opportunity Act 1984 (SA).