Job Description
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 mattersYou will deliver excellence in customer service and also innovation in dealing with customer’s situations:Hold in-depth scam conversations with customers’ who require extra care and may be in vulnerable circumstances.Excellent verbal communication skills, with a strong focus on customer serviceStrong attention to detail and problem solving across complex financial dataDocument statements, concerns, and observations from your conversation with the customerExercise judgement based on the facts you gather to assess whether a scam may or may not be present.Identify & escalate potential and emerging trendsAdhering to protocol, processes, procedures, and adaptable to changeMultitasking across several banking toolsWe’re interested in hearing from people who haveStrong problem-solving and decision-making capabilityHigh level of personal integrity & commitment to confidentiality & privacy principleScams team roster – 6am – Midnight / 7 day rosterFinancial Services Industry experience preferred with a focus on Online and Mobile correlated rolesDemonstrated experience in the delivery of excellence in customer service including personal, written and verbal skillsAbility to resolve basic customer complaints.What will help you succeed?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. You will also be able to demonstrate:An ability to work in a high volume call centre environment.Availability to commit to a 12 month Max term ContractThe ability to think outside the box and ensure the best solutions is provided to your customers to meet their financial needsAble to perform well in an ambiguous environmentThe ability to interact with a wide range of customers and colleaguesA desire to want to deliver excellent customer serviceAbility to work in a fast paced & highly regulated environmentAt CommBank we’re proud to support flexible working. Once you have completed office-based training and we've set you up for success in the role to be able to work from home it may move to a hybrid role with a mix of work from home & office hub days.If you are successful the training period will be 4 weeks full time Monday to Friday 8am – 4pm and all conducted in South Eveleigh office.If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through to submit a valid application. We’re keen to support you with the next step in your career.We're aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.Advertising End Date: 10/08/2024Commonwealth Bank of Australia
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