Fraud Operations Analyst (Career Comeback Program)

• Thinking about returning to work after a career break? The Career Comeback Program gives experienced professionals the confidence, support and flexibility to restart their careers (more information below)
• Hybrid working with a mixture of working from home and office, and part-time options available.
   

Key aspects of the role:

• 12-month max term contract.
• Must be based in Sydney.
• Operating hours: 6am – 12:15am from Monday to Friday, 8am – 5pm on Saturday and Sunday. You must be willing to work a rotating roster in accordance with these operating hours. Note that shifts are 7.6 working hours per day, with finish times adjusted to account for a 45-minute lunch break (e.g. an 8am start finishes at 4:21pm).
• High volume call centre environment.
• In office attendance for training is required for the first 12 weeks. Once we’ve set you up for success, you will move to hybrid working with a mixture of working from home and office.
  • In office requirement of 20%, with work from home available for the remaining 80% E.g. If there are 20 working days in the month, you will need to attend the office 4 times that month.

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 those customers affected. Through innovative technology and forward-thinking strategies, we proactively stay ahead of emerging threats to ensure robust protection.

This is a phone-based customer service role supporting customers who are victims of Digital Fraud. You will deliver excellent customer service and innovation when dealing with customer situations.

The Fraud and Scams Response Centre consists of seven group level functions: Bankwest, Card Fraud, Digital Fraud, Branch Fraud, Originations, Scams and Planning and Performance. This opportunity specifically sits within the Digital Fraud team.

About our Career Comeback Program:  

Stepping back into your career after a break can feel daunting – that’s exactly what our Career Comeback Program is designed for. It’s a structured, supported pathway for experienced professionals returning to the workforce after an extended career break, offering wrap-around support to help you rebuild confidence, refresh skills and set yourself up to thrive from day one.

As part of the Program, you can expect:

• Paid 12-week support Program, with employment on a 12-month max term contract extending post-program.  
• A structured induction and re-onboarding experience to help you settle in quickly.
• Personalised career coaching and mentoring for confidence, clarity and momentum.
• Professional development workshops designed to support your transition back to work.
• A dedicated program manager and support network (e.g., buddy/alumni connection) to guide you throughout the program.
• Hybrid working with a mixture of working from home and office, and part-time options available, recognising that everyone’s circumstances are different.

If you’ve taken a career break of two years or more, this is your opportunity to return to meaningful work with the structure, support and flexibility to help you thrive. You can read more about our Career Comeback Program here.  

Key responsibilities include:

• Handling inbound and outbound calls related to potential scam or fraud activity.
• Providing exceptional service to create peace of mind for customers during fraud/scam call enquiries.
• Working in a high-paced environment with a passion to inspire customer confidence in fraud or scam situations.
• Performing detection analysis on scam/fraud events and making sound decisions while following standard procedures.
• Identifying and reporting on digital fraud trends.
• Promptly escalating issues/risks as required.
• Maintaining an up-to-date focus on financial crime, security trends, and emerging issues, and sharing knowledge obtained.

We’re interested in hearing from people who:

• Have strong problem-solving and decision-making capability.
• Have a high level of personal integrity and commitment to confidentiality and privacy principles.
• Have experience in the Financial Services Industry, focusing on Online and Mobile roles (preferred).
• Have demonstrated excellence in customer service, including personal, written, and verbal skills.
• Have ability to resolve basic customer complaints.

If you’re currently on a career break and feel this role could be a good fit – even if you don’t meet every requirement – we’d love to hear from you.

Note that this role involves managing high volumes of customer interactions, including handling complaints and emotionally taxing conversations. You may encounter aggressive or distressed customers. Success in this role requires emotional resilience, strong communication skills, and the ability to remain calm under pressure.

If this sounds like you and you meet the essential criteria below, apply today!

• Are currently on a career break of 2 years or more.  
• Have permanent Australian working rights at the time of application.
• Are based in Sydney at the time of application.

What will help you succeed?

Your strong customer service skills will help you build and maintain positive relationships with customers by resolving and identifying potential fraud/scam activity, ensuring effective banking.

You will also demonstrate that you can:

• Think outside the box and provide the best solutions to meet customers’ financial needs.
• Perform well in an ambiguous environment.
• Interact with a wide range of customers and colleagues.

Working with us:

Whether you’re passionate about customer service, driven by data, or called by creativity, a career here is for you. At CommBank, we advocate and facilitate a culture of inclusion and respect, celebrating all cultures, abilities, genders, expressions of gender and sexual orientation. Read more about our commitment to inclusion and diversity on our career’s website.

Our people bring their diverse backgrounds and unique perspectives to build a respectful, inclusive and flexible workplace. We are working hard to recruit people who represent the diversity of our customers and our society. If you're excited about this opportunity but you don't meet every single requirement, or your experience doesn't align perfectly, we still want to encourage you to send in your application. You may just be the perfect candidate for this opportunity or another within CommBank.

At CommBank we will inspire you with work that makes a difference, surround you with talented people that respect and value each other, and empower you to grow professionally and personally. Most of all, making a positive impact for customers, communities and each other is part of our every day.

We’re determined to make a real difference for Australia’s first peoples. We encourage all interested applicants to apply. If you’re already part of the Commonwealth Bank Group (including BankWest), 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.

APPLY NOW to do your best work and live your best life with us!

Advertising End Date: 29/05/2026