Fraud Agent, Anz Plus

2 weeks ago

Melbourne, Australia ANZ Banking Group Full time

**Req ID**: 54896

**Department**: AR ANZx Join

**Division**: Australia Retail

**Location**: Melbourne
About the role

At the heart of ANZ Plus is a talented, high-performing team with big ideas. We’re building products, services and experiences that will not only provide our customers with enhanced banking functionality but empower them to make better financial decisions and improve their financial wellbeing.

Are you passionate about protecting the customer and investigating and treating fraud and scams events? As part of ANZ Plus, we’ve established a new fraud operations function that will investigate and treat fraud and scams events across the digital and cards channels of ANZ Plus using unique, data driven insights centred around the customer. You’ll also work with customers to coach them through and help them understand what has happened to their account.

This is not your average operations role. It will require a significant level of customer service experience, an ability to forensically determine good from bad, and a strong desire to keep our customers and communities safe.

What could your day look like?

In this role you will continuously provide the best service to both internal and external customers through the following:
Analyse alerts generated via the FalconX platform and make a risk-based decision on whether a transaction is genuine or potential fraud/scam
Serve as the first line of defence in ANZ Plus to analyse onboarding attempts that may be fraud
Speak with, empathise, and coach vulnerable customers and those who have fallen victim to complex, socially engineered scams
Conduct thorough investigations into potential fraud incidents by gathering evidence, documenting findings, and determining the root cause of fraudulent activities to enable the uplift of controls
Case-manage confirmed events through to resolution.
Identify opportunities to uplift the control landscape and collaborating with ANZ Plus Fraud Analytics to implement controls
Prepare investigation files to be referred to externally to external fraud investigations, and law enforcement.
What will be in your toolkit?

As well as being a fraud investigation expert with a strong desire to minimise fraud and scam events as well as provide the best in customers service, we are seeking:
Ability to not only adapt to quickly changing fraud trends but also the skill to proactively shape our future procedures and processes through active feedback and recommendations
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.

You’re the number one fan of the customer and know that what you are doing genuinely has an impact on their lives.

So, why join us?

From the moment you join ANZ, you’ll be doing meaningful work that will shape a world where people and communities thrive.

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, opportunities, and support you need to take the next big step in your career.

We’re a diverse bunch at ANZ in different roles, different locations, doing different things. That’s why we have a range of flexible working arrangements, so our people can “make work, work for them”. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.

Job Posting End Date

22/11/2023, 11.59pm, (Melbourne Australia)

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