Call Centre, Customer Service - Fraud and Scams

Pay: $45 per hour + Super + Overtime Rates Location: Parramatta Duration: 12-Month Contract (temp-to-perm opportunity) The Role As a Fraud and Scams Officer, you will operate within a high-volume inbound and outbound contact centre environment. You are responsible for the frontline detection, investigation, and mitigation of fraudulent activity. Your main responsibility is to monitor real-time alerts, assist customers with their queries, and execute immediate preventative actions to minimise financial loss for both the customer and the bank. Key Responsibilities

Inbound Call Handling: Manage high-volumes of customer interactions regarding suspicious account activity, scams, and unauthorised transactions. Case Management: Efficiently process a daily queue of fraud alerts, managing each case from initial identification through to resolution. Analytical Investigation: Review transaction data and customer profiles to identify patterns of sophisticated fraud or scam typologies. Stakeholder Liaison: Work directly with internal departments, including Risk, Legal, and Branch networks, to secure compromised accounts. Compliance: Ensure all actions and customer communications adhere to strict regulatory requirements and internal banking policies. The Perks

Roster & Hours: This role operates on a rotating shift roster. You will work 8-hour shifts scheduled between 6:00 AM - 8:00 PM, including regular weekend requirements. Compensation:



Competitive overtime rates apply for hours worked outside of standard scheduling. Hybrid Flexibility: Eligibility for hybrid work arrangements commences following the successful completion of the initial 6-month training and probation period. Training & Development: Access direct mentorship and structured guidance from industry-leading fraud specialists and management. Office Facilities: Work from a modern, state-of-the-art office environment designed for collaboration, featuring a culture that actively supports Diversity, Equity, and Inclusion (DEI). Work-Life Balance: Rosters are provided in advance to ensure predictability and facilitate personal planning. You will be successful if...

Minimum of one year experience in a high-volume call centre environment (open to any industry). Full availability to work a rotating roster, including weekends and shifts scheduled between 6:00 AM and 8:00 PM. A "customer-obsessed" mindset with a proven ability to deliver high-quality service while managing complex or sensitive situations. Explicit, professional, and concise verbal and written communication skills are essential for documenting investigations and speaking with customers. A proactive, "can-do" attitude with the ability to remain composed and solution-oriented in a fast-paced environment. At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

📌 Fraud & Scams Officer (Penrith)
🏢 Eileen Leo
📍 Penrith