Fraud & Scams Analyst Opportunities
Financial Services
Fraud&ScamsAnalyst
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Fraud & Scams Analyst at Fraud & Scams Analyst Opportunities. Skills: Customer Service, Fraud Detection, Scam Analysis. Handling inbound and outbound calls. Providing exceptional service”
What You'll Achieve.
preventing fraudulent and scam-related activities; providing support to those customers affected; proactively stay ahead of emerging threats; ensure robust protection; deliver excellent customer service and innovation; create peace of mind for customers; inspire customer confidence; making sound decisions; ensuring effective banking
Industry & Context.
problem-solving and decision-making capability; resolve basic customer complaints; provide the best solutions
In office attendance for training is required, willing to work a rotating roster, handling complaints and emotionally taxing conversations, encounter aggressive or distressed customers
What They're Looking For.
Must Have
problem-solving and decision-making capability, High level of personal integrity and commitment to confidentiality and privacy principles, Demonstrated excellence in customer service, including personal, written, and verbal skills, Ability to resolve basic customer complaints, emotional resilience, communication skills, ability to remain calm under pressure
Nice to Have
experience in the Financial Services Industry, focusing on Online and Mobile roles
What You'll Do.
Handling inbound and outbound calls
Providing exceptional service
Working in a high-paced environment
Performing detection analysis
Identifying and reporting on digital fraud trends
Promptly escalating issues/risks
Maintaining an up-to-date focus
How You'll Work.
Team & Collaboration
Interact with a wide range of customers and colleagues
Communication Scope
personal, written, and verbal skills; communication skills
Full 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 centre_ environment. * **In office attendance for training is required.** Once we’ve set 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 roster in accordance with the 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 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 Card Fraud and Scams and 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. **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. * I
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