Card Disputes Agent, Anz Plus

2 weeks ago

Melbourne, Australia ANZ Banking Group Full time

**Req ID**: 42793

**Department**: AR ANZx Join

**Division**: Australia Retail

**Location**: Melbourne
About the role

As part of our Australia Business Transformation (ANZ Plus), we're looking for people who are passionate about transformational change and doing great things for our customers and communities, to help us redefine banking for the future.

Join us as we reimagine our customer propositions and services using the latest platforms and technology, to better support our customers’ financial wellbeing.

What's your mission?

Are you a customer service expert with a strong desire to resolve customer issues as well as provide a high level of customer service? As part of ANZx we’re working to make our approach to risk, security and privacy a competitive advantage and looking for passionate individuals to join the ANZ Plus Fraud Operations team.

The Card Dispute Agent will be responsible for Investigating & Treating any instances of card-related disputes or fraud in line with Visa scheme rules and regulations. They will also analyse claims raised by customers against merchants and assist in arbitration while also demonstrating sound decision making skills when investigating claims of fraud raised on the ANZ Plus Visa debit card product offering.

Agents will be required to focus on providing the best possible service to both internal and external customers. Customer claims will need to be managed within agreed SLAs and all enquiries handled in a prompt and efficient manner.

Internal Stakeholder management will include preparing investigation files to be referred to External Fraud Investigations and Law Enforcement, writing high quality notification of business loss documents to BU representatives and case files to other internal stakeholders.

What could your day look like?

Analysing claims that our raised by customers and determining whether chargeback rights exist under the Visa scheme rules while also ensuring claims raised are genuine
Ensuring that claims which arise from unauthorised transactions are investigated with adherence to the ePayments Code while also investigating the validity of all claims of fraud
Case manage confirmed events through to resolution with actions including, but not limited to: determining the source of compromise, issuing chargebacks, and reimbursing customers
Identifying opportunities to uplift the ANZx control landscape and collaborating with ANZx FraudX Analytics to implement controls
Speak to and educate customers and those who have fallen victim to fraud.
What will be in your toolkit?

We’re building this team from scratch so our first few hires will need solid Card Dispute or relevant experience, preferably from digital banking, customer service, frontline operations or anywhere you’ve dealt with card-related disputes.

Ability to not only adapt to quickly changing trends but also the ability to proactively shape our future procedures and processes through active feedback and recommendations
Excellent written & verbal communication skills
Ability to make sound and timely decisions through analysing all risk factors
Ability to liaise effectively with various levels of management & maintain strong referral networks & relationships with internal & external customers
Technology-compelled mindset, digitally curious, up-to-date with digital and technology literature, trends
Ability to deal with high case volumes and manage own workflow to SLA standards
Understanding of the Scheme and e-Payments Code timeframes and regulations.
So, why join us?

There’s something special about being part of ANZ. From the moment you join us, you’re part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers.

But it’s not just our customers who’ll feel your impact. You’ll feel it too. Because at ANZ, you’ll have the resources and community you need to take the next big step in your career, towards even bigger things in the future.

We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.

Job Posting End Date

16/06/2023, 11.59pm, (Melbourne Australia)

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