Job Description

We are on the lookout for people interested in progressing their career in Fraud & Scams. All roles will be full time (38 hours per week) and in Sydney.

• High volume call centreenvironment.

• In office attendance for training isrequiredOnce we’veset you up for success, you will move to hybrid working with a mixture of working from home and office hub days.

• In office requirement: 20%. E.g. If there are 20 working days in the month, you will need to attend the office 4 times that month.

• If you're not a current employee you will be hired on a 12 month contract basis.

You must be willing to work a rotating rosterin accordance withthe operating hours.Operating hours: 

• Cards Fraud Analysts - 24 hours a day, 7 days a week

• Digital Fraud Analysts - 6am-12am

• Scams Analysts - 8am-12am

Do work that matters
The Fraud and Scams team is dedicated to safeguarding our customers by preventing fraudulent and scam-related activities and providing support to thosecustomersaffected. Through innovative technology and forward-thinking strategies, we proactively stay ahead of emerging threats to ensure robust protection This is aphone-basedcustomer service role supporting customers who are victims of Card Fraud and Scams and you will deliver excellentcustomer service and innovation when dealing with customer situations.

The Fraud and Scams Response Centreconsistsof seven group level functions: Bankwest, Card Fraud, Digital Fraud, Branch Fraud, Originations, Scams and Planning and Performance.

Key responsibilities include

• Handling inbound and outbound calls related to potentialscamor fraud activity.

• Providing exceptional service to create peace of mind for customers during fraud/scamcall enquiries.

• Working in a high-paced environment with a passion to inspire customer confidence in fraud orscamsituations.

• Performing detection analysis on scam/fraud events and making sound decisions while following standard procedures.

• Identifyingand reporting on digital fraud trends.

• Promptly escalating issues/risks asrequired

• Maintaining an up-to-date focus on financial crime, security trends, and emerging issues, and sharing knowledge obtained.

We’reinterested in hearing from people who have

• Strong problem-solving and decision-making capability.

• High levelof personal integrity and commitment to confidentiality and privacy principles.

• Preferred experience in the Financial Services Industry, focusing on Online and Mobile roles.

• Demonstrated excellence in customer service, including personal, written, and verbal skills.

• Ability to resolve basic customer complaints.

This role involves managing high volumes of customer interactions, including handling complaints and emotionally taxing conversations. You mayencounteraggressive or distressed customers. Success in this role requires emotional resilience,strong communicationskills, and the ability to remain calm under pressure.

What will help you succeed?

Your strong customer service skills will help you build andmaintainpositive relationships with customers by resolving andidentifyingpotential fraud/scamactivity, ensuring effective banking. You will alsodemonstrate

• Think outside the boxand provide the best solutions to meet customers' financial needs.

• Perform well in an ambiguous environment.

• Interact with a wide range of customers and colleagues.

If this sounds like you apply today!

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: 28/05/2026