Fraud and Scams Officer

• Inbound Call Handling: Manage high-volumes of customer interactions regarding suspicious account activity, scams, and unauthorised transactions
• Case Management: Efficiently process a daily queue of fraud alerts, managing each case from initial identification through to resolution
• Analytical Investigation: Review transaction data and customer profiles to identify patterns of sophisticated fraud or scam typologies
• Stakeholder Liaison: Work directly with internal departments, including Risk, Legal, and Branch networks, to secure compromised accounts
• Compliance: Ensure all actions and customer communications adhere to strict regulatory requirements and internal banking policies

• Minimum of one year experience in a high-volume call centre environment (open to any industry)
• Full availability to work a rotating roster, including weekends and shifts scheduled between 6:00 AM and 8:00 PM
• A 'customer-obsessed' mindset with a proven ability to deliver high-quality service while managing complex or sensitive situations
• Clear, professional, and concise verbal and written communication skills are essential for documenting investigations and speaking with customers
• A proactive, 'can-do' attitude with the ability to remain composed and solution-oriented in a fast-paced environment

Banking and financial crime experience desirable

• Competitive overtime rates apply for hours worked outside of standard scheduling
• Hybrid Flexibility: Eligibility for hybrid work arrangements commences following the successful completion of the initial 6-month training and probation period
• Training & Development: Access direct mentorship and structured guidance from industry-leading fraud specialists and management
• Office Facilities: Work from a modern, state-of-the-art office environment designed for collaboration, featuring a culture that actively supports Diversity, Equity, and Inclusion (DEI)
• Work-Life Balance: Rosters are provided in advance to ensure predictability and facilitate personal planning