This is a Customer Service Representative Fraud - Scams role with one of the leading companies in AU right now Commonwealth Bank with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the takes off. More About the Role at Commonwealth Bank Key Aspects of the Role: - Support our customers who have fallen victim to fraud and scam - 12-month fixed term contract, full time (38 hours per week) position. - Operating hours: 8am – 12:15am from Monday to Friday, 8am – 4:21pm on Saturday and Sunday. You must be willing to work a rotating roster in accordance with the operating hours. - High volume call centre environment. - In office attendance for training is required. Once we’ve set you up for success, you will move to hybrid working with a mixture of working from home and office hub days. - In office requirement: 20%. E.g. If there are 20 working days in the month, you will need to attend the office 4 times that month. Do work that matters - Deliver excellence in customer service and innovation. - Conduct in-depth scam conversations with customers in vulnerable situations. - Demonstrate excellent verbal communication and customer service skills. - Pay strong attention to detail and problem-solving across complex financial data. - Document statements, concerns, and observations from customer conversations. - Exercise judgment to assess potential scams. - Identify and escalate potential and emerging trends. - Adhere to protocols, processes, and procedures, and adapt to change. - Multitask across several banking tools. We’re interested in hearing from people who have - Strong problem-solving and decision-making capability. - High level of personal integrity and commitment to confidentiality and privacy principles. - Preferred experience in the Financial Services Industry, focusing on Online and Mobile roles. - Demonstrated 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 help you build and maintain positive relationships with customers by resolving and identifying potential fraud/scam activity, ensuring effective banking. You will also demonstrate: - Think outside the box and provide the best solutions to meet customers' financial needs. - Perform well in an ambiguous environment. - Interact with a wide range of customers and colleagues. - Deliver excellent customer service. - Work in a fast-paced and highly regulated environment. If you don’t think you're a perfect fit, you should still sign up to Hatch and create a profile, we'll match you to other roles that suit your profile. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Commonwealth Bank. ✅ Applying here is the first step in the hiring process for this role at Commonwealth Bank. We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.