We are on the lookout for people interested in progressing their career in Fraud & Scams. All roles will be full time (38 hours per week) and in Sydney.
High volume
call centre
environment.
In office attendance for training is
.
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.
If you're not a current employee you will be hired on a 12 month contract basis.
You must be willing to work a rotating roster
in accordance with
the operating hours.
Operating hours:
Cards Fraud Analysts -
24 hours a day, 7 days a week
Digital Fraud Analysts
- 6am-12am
Scams Analysts -
8am-12am
Do work that matters
The Fraud and Scams team is dedicated to safeguarding our customers by preventing fraudulent and scam-related activities and providing support to those
customers
affected. Through innovative technology and forward-thinking strategies, we proactively stay ahead of emerging threats to ensure robust protection
. This is a
phone-based
customer service role supporting customers who are victims of Card Fraud and Scams and y
ou will deliver excellen
t
customer service and innovation when dealing with customer situations.
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 responsibilities include
Handling inbound and outbound calls related to potential
scam
or fraud activity.
Providing exceptional service to create peace of mind for customers during fraud/
scam
call enquiries.
Working in a high-paced environment with a passion to inspire customer confidence in fraud or
scam
situations.




Performing detection analysis on scam/fraud events and making sound decisions while following standard procedures.
Identifying
and reporting on digital fraud trends.
Promptly escalating issues/risks as
.
Maintaining an up-to-date focus on financial crime, security trends, and emerging issues, and sharing knowledge obtained.
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.
This role involves managing high volumes of customer interactions, including handling complaints and emotionally taxing conversations. You may
encounter
aggressive or distressed customers. Success in this role requires emotional resilience,
strong communication
skills, and the ability to remain calm under pressure.
What will help you succeed?
Your robust 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.
If this sounds like you apply today!
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply
through
Sidekick
to submit a valid application. We're keen to support you with the next step in your career.
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Advertising End Date: 02/07/2026

📌 Fraud & Scams Analyst Opportunities - Sydney (Australia)
🏢 Commonwealth Bank Of Australia
📍 Australia