Parramatta | $45 per hour + super | 12-month contract
- Multiple positions with a leading Australian bank
- Four weeks of comprehensive, paid training
- Penalty rates available for eligible evening, weekend and public holiday shifts
This is a genuine, phone-based contact centre role supporting customers who may have experienced suspicious transactions, fraud or scams. You'll help customers through what can be a stressful situation while investigating their concerns, assessing risk and taking appropriate action to protect their accounts and funds.
The role
You'll be responsible for:
- Managing approximately 30-40 inbound and outbound customer calls each day
- Supporting customers impacted by fraud, scams or suspicious account activity
- Reviewing alerts and gathering relevant information from customers
- Assessing risk and making informed decisions based on policies and fraud indicators
- Creating accurate and detailed fraud and scam case files
- Helping recover and protect customer funds where possible
- Navigating multiple systems while speaking with customers
- Working closely with fraud specialists, investigators and other banking teams
- Meeting quality, compliance, productivity and customer service expectations
We'd love to hear from candidates who have:
- Experience in a contact centre or high-volume customer service environment - This is a mandatory!
- Previous exposure to fraud, scams, banking or financial services, highly regarded but not essential
- Strong communication and active listening skills
- The ability to remain calm and professional when supporting distressed or vulnerable customers
- Sound judgement and confidence making decisions based on the information available
- Experience working towards quality, productivity or performance targets
- Confidence navigating several systems at once
- Genuine flexibility and reliability around roster requirements
Hours and working arrangements
This is a 24/7, 365-day contact centre. Successful candidates must be flexible to work 7.6 shifts across seven days, generally between 6:00am and midnight , including some weekends and public holidays.
Penalty rates apply to eligible evening, weekend and public holiday shifts.
Full attendance during training is essential, and candidates should ideally have no significant planned leave during their first three months. Any pre-booked leave must be disclosed during the application process.
Role details
- Location: Parramatta
- Contract: 12 months
- Rate: $45 per hour + superannuation
- Start date: 28 September 2026 Approx.
- Positions: Multiple vacancies
If you're resilient, customer-focused and ready to help protect Australians from fraud and scams, click Apply Now .
