Exciting contract opportunity; join a Big 4 Bank in a team with customers at their heart. A great career opportunity About the role: Based in Parramatta we have an opportunity for multiple Customer Service Representatives to join a friendly team providing service to customers experiencing suspicious or fraudulent activity on their banking products and providing responses to fraud detection system alerts. Your role in the Fraud and Scam Operations team will be to deliver exceptional customer service; this team supports their customers 24/7, 365 days a year, candidates must be flexible to work on a 24/7 roster. Role Responsibilities: Handling inbound and outbound customer calls related to Card Fraud, Digital Fraud, Scams, Merchant Fraud and Dispute matters Monitoring Telephone Internet Banking, Credit Card, Merchant Fraud, Cheque and transactional alerts for Fraud and Scam activity Creating scam and fraud files for case management Refunding and recovery of funds Monitoring and managing identity fraud and fraud trends to mitigate losses to the bank Reporting fraudulent customers THE SUCCESSFUL CANDIDATE WILL HAVE: Proven success in a customer service and/or call centre role Knowledge of banking products and services like transaction accounts, credit/debit cards Operational experience in handling sensitive customer matters Strong work ethic and time management, experience in working to targets and KPIs Ability to work various shifts Fraud knowledge is desirable but not essential Police background check before commencement Sound like you? Please apply now