call centre - fraud and scams

Hours: Must have availability from 6:00 AM to 12:00 AM, 7 days week, 365 days a year. Rotating roster shifts will be rostered within these hours based on business requrements.

The Role

As a Fraud and Scams Officer, you will operate within a high-volume inbound and outbound contact centre environment. You are responsible for the frontline detection, investigation, and mitigation of fraudulent activity. Your main responsibility is to monitor real-time alerts, assist customers with their queries, and execute immediate preventative actions to minimise financial loss for both the customer and the bank.

Key Responsibilities

• 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.
• Roster & Hours: This role operates on a rotating shift roster. You will work 8-hour shifts scheduled between 6:00 AM – 8:00 PM, including regular weekend requirements.

• Compensation: 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.

You will be successful if...

• 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.

Next Steps

Does this sound like something you are interested in? Simply click ‘APPLY’ and attach an updated copy of your CV, or send your updated CV to lavender.pham@randstad.com.au

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.