Fraud Officer (Contact Centre)

Company Description

Empower Australia’s Payments Future with Cuscal 

At Cuscal, your skills drive change and make a real impact. Whether you’re supporting our clients’ customers in our Fraud Operations Contact Centre or delivering innovative solutions in Product Delivery, your contribution helps shape the payments industry’s future. 

Join a team that values collaboration, innovation and excellence. With a focus on professional growth and flexibility, Cuscal is where you can thrive. 

Forward with Cuscal. 

Job Description

Fraud Officer

Protect what matters most while delivering exceptional customer outcomes.

We’re on the lookout for a proactive and customer-focused Fraud Officer to join our resilient Fraud Operations team. In this role, you’ll play a critical part in safeguarding our clients’ customers, protecting their financial wellbeing while helping us stay one step ahead of evolving fraud threats.

Woven through our values we think customer, we earn trust, and we are one team, as a Fraud Officer, you’ll bring these values to life every day through the way you support customers, collaborate internally, and respond to risk with confidence and care.

You'll also make an impact by: 

• Be the voice customers trust — delivering empathetic, high-quality support across inbound and outbound calls when it matters most.
• Act with speed and precision — managing fraud alerts and cases from detection through to resolution, ensuring timely and accurate outcomes.
• Collaborate to protect — working closely with internal teams to mitigate risk and strengthen our fraud prevention approach.
• Stay ahead of the curve — proactively analysing transaction patterns to identify emerging trends and continuously improve how we respond to fraud threats.

Qualifications

What you’ll bring

You’re someone who puts customers first and earns trust through every interaction. You’re curious about financial crime, motivated to learn, and thrive in a fast-paced environment where no two days are the same. Most importantly, you’re a team player who’s ready to step in, collaborate, and make a real impact.

To succeed in this role, you’ll have:

Essentials

• A customer-first mindset, with experience delivering thoughtful, high-quality support
• A solid understanding or strong curiosity around current and emerging financial crime risks and their impact
• An interest in financial crime management principles, with a desire to build your expertise
• Flexibility and commitment to work a rotating 7-day roster (approx. 38 hours per week) in a dynamic 25/7 call centre environment

Highly desirable

• Experience in a customer support or contact centre environment, where empathy and responsiveness matter
• Knowledge of card products (credit, debit, or proprietary cards)
• Exposure to card fraud detection tools or similar systems

Additional Information

Why Cuscal? 

At Cuscal, you’ll find a strong, successful company that’s reimagining the future. And our team is right there at the heart of it all.   

Here, you’ll deliver or support interesting, ground-breaking work that has real impact - on Australia’s financial services sector and the millions of customers it serves.  

You’ll innovate alongside skilled, smart, connected teams. 

And you’ll build an impressive, fulfilling career that continues to grow.   

You’ll also enjoy a range of benefits, including: 

• Recognition and growth: Celebrate achievements through IGNITE and grow with tailored development opportunities. 
• Wellbeing focus: Access initiatives supporting physical, mental, and financial health, plus discounts via ‘Cuscal Advantage.’ 
• Diversity and inclusion: Join a workplace that values different perspectives and flexible work arrangements. 

Join us and reimagine the future 

Ready to make an impact? Click APPLY to join Cuscal today. 

If you’re excited about this opportunity, we’d love to explore how you can contribute to our vision for the future. Screening and interviews may occur before the job ad closing date, so don’t wait - apply now. 

Cuscal is an equal opportunity employer committed to an equitable, diverse, and socially inclusive work environment and a positive, barrier-free recruitment process.  

We welcome applicants from an Aboriginal and Torres Strait Islander heritage, people living with a disability, LGBTQIA+ and people from culturally diverse backgrounds to explore career opportunities with Cuscal.   

Note: Cuscal does not accept unsolicited resumes from recruitment agencies or search firms. 

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