Fraud & Scam Officer (Applicants must Identify as Aboriginal and/or Torres Strait Islander)

Job description

Create your best future and join Fraud and Scams - Digital team as a Fraud and Scams Officer What’s the role?: As a Digital Fraud and Scams Officer you will support customers impacted by suspicious or fraudulent/scam activities and respond to alerts from fraud detection systems, delivering timely outcomes with a strong focus on customer service. You will work across multiple platforms including online banking, telephone banking, in-branch transactions and mobile applications across all Westpac Group Brands. Responsibilities: Handle inbound and outbound calls relating to card fraud, digital fraud, scams, merchant fraud and disputes The team supports customers 24/7, 365 days a year. For this intake we are offering hours between 6am to 8pm Monday to Sunday. - Monitor transactional alerts across cards, digital banking, merchant services and other products - Create and manage fraud and scam cases end to end - Support refunds and recovery of funds where appropriate - Monitor identity fraud and emerging fraud trends to minimise losses - Liaise with internal teams and external parties on fraud related enquiries - Complete reconciliations, reporting and required scheme and Equifax reporting...