Digital Fraud & Scams Officer

Are you driven to make a real difference by protecting customers and communities from financial crime?

Create your best future and join Westpac as a Fraud & Scams Officer.

• Permanent full-time position
• Based at Parramatta
• Ongoing training and development opportunities

As a Fraud & Scams Officer you'll play a key role in detecting, preventing and responding to fraudulent activity across our banking channels. You'll be on the frontline, helping customers when they need it most and safeguarding their financial wellbeing.

In this phone-based role, you'll work across multiple platforms including online banking, mobile apps, telephone banking and in-branch transactions across all Westpac Group brands where no two days are the same.

Key responsibilities include:

• Handling a high volume of inbound and outbound calls while delivering a positive customer experience
• Supporting customers impacted by fraud and scams with care, empathy and professionalism
• Monitor fraud alerts, investigate suspicious transactions and take action to minimise risk
• Handle a high volume of inbound and outbound calls while delivering a positive customer experience
• Build detailed and accurate fraud and scam case files
• Identify trends and contribute to continuous improvement initiatives across the team
• Provide clear, confident and reassuring guidance during challenging situations
  

If you're someone who thrives in a fast-paced environment, enjoys problem-solving and wants to make a meaningful impact, this is your opportunity to build a rewarding career in financial crime prevention at Westpac.

• Experience managing high-volume inbound and/or outbound calls in a contact centre environment
• Exposure to fraud, scams, financial crime or investigations (desirable)
• Strong analytical and critical thinking skills with an investigative mindset
• A genuine passion for delivering excellent customer service
• Confidence navigating multiple systems and platforms
• Sound knowledge of banking products and services