Job Description
Create your best future and join Westpac as a
Job Description
Create your best future and join Westpac as a Fraud & Scams Officer within our digital stream, where you'll play an important role in protecting customers and communities from financial crime.
You'll be the person customers turn to when they've experienced suspicious activity, fraud or scams on their accounts, helping them navigate what can often be a stressful and emotional situation.
What's the role?
This is a phone-based role within our Dharug / Paramatta contact centre.
You'll 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 you'll typically handle 40+ inbound and outbound customer calls each day while navigating multiple systems, assessing risks and balancing competing priorities.
You'll 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.
You'll 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 you'll 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?
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?
Special offers on banking products and discounts from top brands, including generous employee-only mortgage rates!
Versatile 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
We're 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 **** (NSW); this allows us to advertise and recruit this role exclusively to Aboriginal and Torres Strait Islander applicants.
This forms part of Westpac's strategy to foster a multicultural, vibrant and diverse workforce.
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📌 Digital Fraud & Scams Officer - Applicants Must Identify As Aboriginal And/Ortorres Strait Islander (New South Wales)
🏢 Westpac Group
📍 New South Wales