E-Commerce Fraud Officer (12 month contract) (893511)


Location: Baulkham Hills

Job Type: Full time


About Woolworths Group

Woolworths Group is a food and everyday needs retailer united by the shared purpose of creating better experiences together for a better tomorrow. With more than 1,400 stores across its Woolworths Supermarkets, Countdown Supermarkets (New Zealand) and BIG W brands, and fast-growing eCommerce businesses, Woolworths Group is Australia and New Zealand’s largest retailer. A top 10 company on the Australian Securities Exchange (ASX), Woolworths Group employs more than 180,000 team members and serves more than 20 million customers a week.

Your path to many possible futures

  • Join one of Australia’s leading retail groups, and enjoy the opportunity to make a positive difference
  • Be a part of a highly engaged and collaborative team culture with a focus on continuous learning and development
  • Currently working from home with the future opportunity for flexible working based in our Bella Vista or Yennora offices

The Opportunity

Woolworths Group has an excellent opportunity for an E-Commerce Fraud Officer to join the Group Security & Resilience team on an initial 12 month contract with potential to extend. You will join an innovative and rapidly changing business with a focus on verifying potential fraudulent online orders for all Woolworths Group brands and minimise financial losses. Key responsibilities include:

  • Perform fraud reviews for ecommerce customer orders through various web tools and applications.
  • Liaise with ecommerce customers regarding order queries (inbound and outbound calls/emails).
  • Authorise referred orders for fulfilment, rejection or further investigation.
  • Identify and take action on fraudulent orders through link analysis.
  • Report to management any identified trends that pose a risk of financial loss to the group.
  • Identify or take action on ecommerce customers breaching trade practices.
  • Action chargeback notifications from banks into our fraud engine.
  • Liaise with stores on matters pertaining to online fraud both current and historic.
  • Engage with other risk functions to prevent financial losses and/or investigate instances of fraud.
  • Liaise with local Police or Federal authorities where needed regarding active fraudulent orders for collection.
  • Identify opportunities to streamline processes or improve our fraud prevention capability.
  • Meet & exceed individual and team KPI’s.

The team works on a roster basis and the flexibility to work shifts between 5am - 10pm Monday through Friday and on occasional weekends is essential.

Who we’re looking for

You will ideally have previous call centre and/or online fraud experience. You will also have:

  • Excellent interpersonal skills
  • A collaborative style that thrives in a fast paced and evolving environment
  • Strong time management and priority setting skills with the ability to work with multiple web based systems


Grow with the Group

Woolworths Group has announced it will be requiring Australian team members to be fully vaccinated against COVID-19 (subject to medical and religious exemptions).

As an inclusive, team-first company, our people are at the core of everything we do.

We care deeply about creating a workplace where our team members feel valued, respected and empowered. We are committed to providing equal opportunity regardless of gender identity, ethnicity, disability, sexual orientation or life stage. We are proud to be recognised as a Gold Tier Employer in the Australian Workplace Equality Index for LGBTQ+ inclusion and as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency.

As our Group continues to evolve, innovate and support our communities, we encourage our team members to do the same with their own careers, by providing ongoing opportunities to grow and make a real difference.

We value flexibility, and encourage our team members to work in ways that meet their work/life commitments and support their wellbeing.

We work hard to create a safe and inclusive environment for all, and most importantly, we're all about creating better experiences – for our customers and for each other.

We’d love to hear from You

If you meet a number of the requirements, but not all, we encourage you to submit your application. You can learn more about working with us on LinkedIn or via www.wowcareers.com.au. #LI #work180.

Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Woolworths Group is not responsible for any fees related to unsolicited resumes.

You’ve got this!