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Customer Service Representative – Digital Fraud

Date Posted: Oct 13, 2025
Yearly: $ 70,000 - $ 85,000
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Job Detail

  • location_on
    Location Sydney, New South Wales, Australia
  • desktop_windows
    Job Type: Full Time/Permanent
  • schedule
    Shift: 8-hour day shift (Monday to Friday)
  • analytics
    Career Level: Experienced Professional
  • group
    Positions: 2
  • calendar_view_day
    Experience: 1 Year
  • male
    Gender: No Preference
  • school
    Degree: Bachelors
  • calendar_month
    Posted: 2d+ ago
  • calendar_month
    Job Post Expired: Dec 10, 2025
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Job Description

As a Customer Service Representative in the Digital Fraud team, you’ll play a vital part in protecting customers from online scams and fraudulent activity. You’ll respond to alerts, investigate suspicious transactions or behaviours, and guide customers through what can be stressful situations — all while following high standards for security, privacy, and service.

Key Responsibilities
  • Handle inbound and outbound customer communications (calls, chats, potentially email) relating to suspected fraud or scam activity. 
  • Analyse reported digital fraud or scam incidents and make well-informed decisions using established procedures and guidelines. 
  • Maintain awareness of fraud and scam trends in the digital space, flagging up emerging patterns for further investigation or reporting. 
  • Escalate issues or risks promptly when they are beyond your authority, or if they pose significant risk to the customer or bank. 
  • Work in a high-volume environment, often under tight time constraints, while maintaining empathy, professionalism, and accuracy.
  • Adhere to all relevant privacy, confidentiality, compliance, and regulatory standards. 
Required Skills & Qualifications
  • Strong customer service skills, including verbal and written communication; ability to remain calm, empathetic, and helpful when dealing with distressed or worried customers. 
  • Sound decision-making and problem-solving capability.
  • High integrity and strong commitment to confidentiality and customer privacy. 
  • Experience in financial services is preferred, especially in roles dealing with online/mobile platforms or digital channels. 
  • Ability to work in fast-paced, highly regulated environments and to follow procedures meticulously. 

Benefits

  • Competitive Salary + Performance Incentives
    Employees receive market-aligned pay, with incentives or bonuses based on performance.
  • Flexible Work Arrangements
    Options like hybrid work (mix of remote and in-office), flexible start/finish times, part-time roles, or job-sharing depending on the job’s nature.
  • Extensive Leave Options
    Beyond standard annual leave: parental leave (gender-neutral), careers leave, study leave, community service leave, compassionate leave, and unpaid extended leave for those who need it.
  • Health, Wellbeing & Insurance Support 
  • Access to health & medical insurance programs
  • Parental Leave & Support for Families
  • Paid parental leave for primary careers

Skills Required

Company Overview

We're Australia’s leading provider of integrated financial services, including retail, premium, business, and institutional banking; superannuation; insurance; and share-broking products and services. Read More

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