Complaints Handling jobs in Perth WA

Due to continued growth in our GFMS team, we are looking for FT Analysts in our Fraud Detection team!

12 months secondment/contract

You must be based in Perth to be eligible for this position.

You must available to work on a 24/7 rotating roster.

The Fraud and Scams Response Centre (FSRC) vision is to inspire confidence and create peace of mind. We strive to provide safe banking through prevention, detection and response.

Fraud and Scams Response Centre 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 matters

You will deliver excellence in customer service and also innovation in dealing with customer’s situations:

Handle inbound and outbound calls relating to potential Scam or Fraud activity

Creating peace of mind for our customers by providing exceptional service when handling inbound fraud/scam call enquiries

Working in a high paced environment with a passion to inspire confidence in our customers, specifically when being faced with a fraud or scam situation

Perform the detection analyst over scam/fraud related events and ensure sound decisions are made whilst following the standard operating procedure.

Identify digital fraud trends and report on these accordingly

Manage a high volume of customer calls and scam alerts

Prompt escalation of issues/risks out of delegation and/or as required

Maintain an up-to-date focus on financial crime, security related trends and emerging issues, and share knowledge obtained.

We’re interested in hearing from people who have

Strong problem-solving and decision-making capability

High level of personal integrity & commitment to confidentiality & privacy principles

Availability to be rostered across a 24 hour/7 day roster

Financial Services Industry experience preferred with a focus on Online and Mobile correlated roles

Demonstrated experience in the delivery of excellence in customer service including personal, written and verbal skills

Ability 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

The ability to think outside the box and ensure the best solutions is provided to your customers to meet their financial needs

Able to perform well in an ambiguous environment

the ability to interact with a wide range of customers and colleagues

a desire to want to deliver excellent customer service

Ability to work in a fast paced & highly regulated environment

At Bankwest 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 WFH & office hub days. Working from home arrangements will be at your managers discretion.