Customer Protection Officer

About the role

The Customer Protection Officer works within the Customer Protection Investigations space, delivering timely and accurate outcomes for fraud and scam events. The role supports internal, external and third‑party customers while meeting service level agreements.

Key responsibilities

• Provide information and support to customers, ensuring high accuracy and adherence to service level agreements.
• Educate and empower customers to recognise fraud activity, delivering clear guidance and timely interventions.
• Investigate and problem‑solve fraud cases, interacting directly with customers and internal stakeholders.
• Maintain strong personal work practices to minimise financial, operational and reputational risk.
• Contribute to a collaborative, inclusive team environment and drive continuous improvement.

Required profile

• Frontline customer experience in banking, with knowledge of banking systems, processes and policies.
• Strong time management, communication and customer focus.
• High level of accuracy, investigation and problem‑solving skills.
• Ability to multi‑task in a fast‑paced environment while maintaining quality.
• Sound judgement, resilience and relationship‑building capability.