This is a Customer Service Representative - Card Fraud 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 The Fraud and Scams Response Centre consists of seven group level functions: Bankwest, Card Fraud, Digital Fraud, Branch Fraud, Originations, Scams and Planning and Performance. Key Aspects of the Role: - 12-month fixed term contract, full time (38 hours per week) position. - Operating hours: 24 hours a day, 7 days a week. 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. Inbound & Detection - Performing in depth analysis of system detected Scam and Fraud cases via Inbound and Outbound calls. - Performing case analysis, strictly adhering to procedures, and coming to the right decisions. - Holding high value conversations with our customers to ensure the right outcome. - Liaising with different business units and stakeholders, placing our customers interests at the forefront. Skills & Experience - Qualifications: No formal qualification required. - Strong customer service skills will enable you to build and maintain a positive relationship with customers by resolving and identifying potential fraud/scam activity and ensuring customers are banking as effectively as possible. What will help you succeed? - Punctual - Team player - Eager to learn - Good phone etiquette - Strong work ethic - Ability to make on the spot judgment decisions - Ability to work in a fast paced & highly regulated environment - Passionate about our vision of ‘Just Cause’ of inspiring confidence & creating peace of mind for our people and community Performance Goals - Eager to develop and learn more about the dispute, refund and liability process for our customer. - Reach productivity and case output goals month on month (KPI’s). 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.