Customer Service Representative - Card Fraud

Posted:
9/5/2024, 10:09:18 AM

Location(s):
Sydney, New South Wales, Australia ⋅ New South Wales, Australia

Experience Level(s):
Junior ⋅ Mid Level ⋅ Senior

Field(s):
Customer Success & Support

Group Fraud Management Services consists of 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
 

Inbound & Detection:

  • Performing In depth analysis of system detected Scam and Fraud cases on inbound and outbound calls.
  • Performing case analysis, strictly adhering to procedures, and coming to the right decisions.
  • Holding high value conversations with our customers to ensure the right outcome.
  • Liaising with different Business Units and stakeholders, putting our customers interests at the forefront

Assessment:

  • Performing assessment of customer and system reported fraud disputes
  • Decision and issue dispute outcomes to customers
  • Identify first party fraud-related trends and report on these accordingly
  • Delivering excellence in customer service and innovation in dealing with complex customer situations
  • Follow the business units’ protocol, policies and procedures when completing all tasks, whilst also identifying opportunities for continuous improvement
  • Operating hours: 8am-5pm (Monday-Saturday)

SKILLS & EXPERIENCE

Qualifications: N/A no qualifications needed

Your strong customer service skills will enable you to build and maintain a positive relationship with customers by resolving and identifying potential fraud/scam activity and ensuring customers are banking as effectively as possible.  

This will star toff as a 12 month fixed term with the possibility to move permanent

Skills:

  • Punctual
  • Team player
  • Eager to learn
  • Good phone etiquette
  • Strong work ethic
  • Ability to make on the spot judgment decisions
  • Ability to work in a fast paced & highly regulated environment
  • Passionate about our just cause of inspiring confidence & creating peace of mind

PERFORMANCE GOALS:

  • Eager to develop and learn more about the dispute, refund and liability process for our customer
  • Reach productivity and case output goals month on month (KPI’s)

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: 21/09/2024