Customer Service Representative – Digital Fraud

As a Customer Service Representative in the Digital Fraud team, you’ll play a vital part in protecting customers from online scams and fraudulent activity. You’ll respond to alerts, investigate suspicious transactions or behaviours, and guide customers through what can be stressful situations — all while following high standards for security, privacy, and service.

• Handle inbound and outbound customer communications (calls, chats, potentially email) relating to suspected fraud or scam activity. 
• Analyse reported digital fraud or scam incidents and make well-informed decisions using established procedures and guidelines. 
• Maintain awareness of fraud and scam trends in the digital space, flagging up emerging patterns for further investigation or reporting. 
• Escalate issues or risks promptly when they are beyond your authority, or if they pose significant risk to the customer or bank. 
• Work in a high-volume environment, often under tight time constraints, while maintaining empathy, professionalism, and accuracy.
• Adhere to all relevant privacy, confidentiality, compliance, and regulatory standards. 

• Strong customer service skills, including verbal and written communication; ability to remain calm, empathetic, and helpful when dealing with distressed or worried customers. 
• Sound decision-making and problem-solving capability.
• High integrity and strong commitment to confidentiality and customer privacy. 
• Experience in financial services is preferred, especially in roles dealing with online/mobile platforms or digital channels. 
• Ability to work in fast-paced, highly regulated environments and to follow procedures meticulously. 

• Competitive Salary + Performance Incentives
  Employees receive market-aligned pay, with incentives or bonuses based on performance.
• Flexible Work Arrangements
  Options like hybrid work (mix of remote and in-office), flexible start/finish times, part-time roles, or job-sharing depending on the job’s nature.
• Extensive Leave Options
  Beyond standard annual leave: parental leave (gender-neutral), careers leave, study leave, community service leave, compassionate leave, and unpaid extended leave for those who need it.
• Health, Wellbeing & Insurance Support 
• Access to health & medical insurance programs
• Parental Leave & Support for Families
• Paid parental leave for primary careers