Description:
About the Role
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As a Scams Operations Analyst, you will be providing impeccable service to the Group's customers and will also manage customer fraud and scams events.
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Handle phone-based enquiries and deliver excellence in customer service.
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Manage customer fraud & scam events.
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Perform all tasks related to the execution and completion of all monitoring services in the Fraud and Scams Response Centre in accordance with agreed Service level Agreements (SLAs), Group's policy and standards and regulatory expectations.
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Raise the bar on customer experience, through continuous improvement initiatives and taking ownership of the customer journey.
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Hold in-depth conversations with customers who have been a victim of fraud and scams to prevent financial loss to our customers and to protect their financial wellbeing.
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Perform the assessment of fraud and scam events and manage end-to-end investigations.
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Report on and analyse fraud and scams related data, sharing insights accordingly.
Role Requirements
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You must be based in Perth to be eligible for this position.
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Full time office attendance required for the first 3 months (minimum) of this role. Post this managers discretion on hybrid working.
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Opening hours 7:30am - 5:00pm Mon - Fri AWST
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Customer service experience highly desired.
If this sounds like you apply today!
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
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Advertising End Date: 09/05/2025