Fraud Agent, Anz Plus

1 month ago

Melbourne, Australia ANZ Banking Group Full time

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?

ANZ Plus Fraud Agents are responsible for investigating and treating fraud and scam customer events within the ANZ Plus channel, across their cards and digital activity. You’ll also work with customers to coach them through and help them understand what has happened to their account.

We’re working to make our approach to risk, security and privacy a competitive advantage. Show us your passion to join the ANZ Plus Fraud Operations team.

What will your day look like?

Continuously provide the best service to both internal and external customers. Customer cases will need to be managed within agreed SLAs and all enquiries handled in a prompt and empathetic way.

Analyse alerts generated via the FalconX platform and make a risk-based decision on whether a transaction is genuine or potential fraud/scam
Speak with, empathise and coach vulnerable customers and those who have fallen victim to complex, socially-engineered scams
Case manage confirmed events through to resolution
Identify opportunities to uplift the control landscape and collaborating with FraudX Analytics to implement controls
Prepare investigation files to be referred to externally to external fraud investigations, and law enforcement.
What's in your toolkit?

A fraud investigation expert with a strong desire to minimise fraud and scam events as well as provide a the best in customer service.

We’re building this team from scratch so our first few hires will need solid Fraud or relevant experience, preferably from digital banking, customer service, frontline operations or anywhere you’ve dealt with real time fraud.

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
Experienced juggling high case volumes and manage own workflow to SLA standards.

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?

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

10/02/2023, 11.59pm, (Melbourne Australia)

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