Digital Fraud & Scams Officer Applicants must identify as Aboriginal andor Torres Strait Islander

Create your best future and join Westpac as a Fraud & Scams Officer within our digital stream where youll play an important role in protecting customers and communities from financial crime. Youll be the person customers turn to when theyve experienced suspicious activity fraud or scams on their accounts helping them navigate what can often be a stressful and emotional situation.

Whats the role

This is a phone-based role within our Dharug / Paramatta contact centre. Youll spend most of your day speaking with customers while investigating fraud and scam matters reviewing alerts gathering information and taking action to protect customers and minimise risk.

This is a fast-paced and complex environment where youll typically handle 40 inbound and outbound customer calls each day while navigating multiple systems assessing risks and balancing competing priorities. Youll be required to gather information analyse customer circumstances make sound decisions and take appropriate action to protect customers and the bank from fraud and scam risks. Youll work to service level and performance expectations including quality compliance and productivity measures with regular coaching and feedback to support your development and success.

Our contact centre operates 24/7 with most team members rostered between 6:00am and midnight across weekdays weekends and public holidays. Shift times vary based on customer and business needs and may include early morning daytime afternoon and evening shifts. Flexibility is an important part of this role as rosters are scheduled to meet customer and operational requirements. Shift loading rates apply for eligible shifts. While the operation includes overnight coverage not all team members will be rostered overnight shifts.

What youll be doing:

• Managing a high volume of inbound and outbound customer calls throughout the day
• Supporting vulnerable customers who may be experiencing significant financial or emotional impacts as a result of fraud or scams with empathy and professionalism
• Assessing complex customer situations and making informed decisions based on available information policies and fraud indicators
• Applying judgement and critical thinking to identify risks prevent losses and achieve appropriate customer outcomes
• Creating detailed fraud and scam case files
• Recovering and protecting customer funds where possible
• Navigating multiple systems while speaking with customers
• Working collaboratively with fraud specialists investigators and other teams across the bank
• Contributing to continuous improvement and identifying emerging fraud trends
• Delivering quality customer outcomes while meeting operational targets

What do you need

This is a genuine contact centre role best suited to people who enjoy speaking with customers all day thrive in a structured environment and are comfortable working in a high-volume complex and emotionally demanding customer service environment. The role requires resilience strong judgement and the ability to support customers who may be experiencing distress or vulnerability following a fraud or scam event.

We are looking for your:

• Experience working in a contact centre or high-volume complex customer service environment
• Strong communication and active listening skills
• Demonstrated resilience and the ability to remain calm and effective when managing challenging or emotionally sensitive situations
• Strong decision-making skills and the ability to assess information identify risks and determine appropriate actions
• Ability to support vulnerable customers with empathy while balancing customer outcomes risk and compliance requirements
• Experience meeting productivity quality or performance targets
• Confidence using multiple systems simultaneously
• Exposure to fraud scams investigations or financial services is advantageous but not essential

Why join us

Were passionate about becoming our customers #1 banking partner for life and we know that starts with creating the best workplace in the country. For Aboriginal and Torres Strait Islander peoples that means more than just a job.

• Special offers on banking products and discounts from top brands including generous employee-only mortgage rates!
• Flexible work arrangements to help you achieve a greater work/life balance and a variety of leave options including Culture for example dedicated Sorry Business Lifestyle and Wellbeing leave.
• Tailored career support through our Indigenous Careers Team and growth opportunities like the Echo mentoring program and Jawun secondments.
• Lots of opportunities to give back to the Community by getting involved in our many volunteering initiatives including our Brothers & Sisters Employee Advocacy Group and our annual Indigenous Bayala Djurali Summit.

Create your future today

To get started simply click on the APPLY or APPLY NOW button

Were all about creating a supportive and inclusive community. We welcome everyone no matter your age gender background or abilities. We also provide additional support to welcome our veterans Indigenous Australians and neurodiverse community.

If you need any adjustments during the recruitment process you can find more information and contact details on our FAQs and how to contact us page under the Diversity sustainability and flexibility section.

At Westpac we aim to help Aboriginal and Torres Strait Islander Australians succeed by supporting Indigenous employees to build meaningful careers. Westpac has been granted an S126 Exemption to sections eight (8) and fifty-one (51) of the Anti-Discrimination Act 1977 (NSW); this allows us to advertise and recruit this role exclusively to Aboriginal and Torres Strait Islander applicants. This forms part of Westpacs strategy to foster a multicultural vibrant and diverse workforce.