Detection Officers

2 months ago

Melbourne, Australia ANZ Banking Group Full time

**Req ID**: 63510
**Department**: AR Customer Services Ops Customer Protection COE
**Division**: Australia Retail
**Location**: Melbourne
About the role

At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving our customers’ financial wellbeing so they can achieve incredible things - be it buying their home, building a business or saving for things big or small.

The Detection Officer is part of a team of multi-skilled customer focused individuals. They make a difference in our workforce with their willingness to continually learn, curiosity to broaden their view of operations and passion to improve customer service. They integrate and adapt quickly, working well with others as they respond to business critical capacity gaps across Customer Protection.

Reporting into the Detection Lead, this role is responsible for minimising fraud and scam losses through the timely actioning of alerts and to minimise customer impact when restricting accounts where contact with a customer is not possible. The incumbent will be required to minimise impacts to customer experience as a result of confirmed fraud cases and work towards making sound decisions when removing blocks for genuine cases.

The incumbent will be responsible for the detection and investigation of fraud and scam alerts across card and digital transactions and platforms while initiating steps to prevent monetary loss being incurred to the bank and/or our customers. The role will also be involved in fraud prevention through involvement in working on potentially compromised CRN’s and cards as identified by the Fraud Analytics team.

The role requires flexibility across a 24/7 roster and has responsibility for servicing inbound and outbound phone calls related to the aforementioned transaction types and platforms. In addition, it will also be expected that this role undertakes some cross skilling into scams related functions to maximise operational capability across the detection and scams teams.

**Role Location**: 833 Collins Street, Docklands VIC 3008
**Role Type**: Full-Time, Permanent
**Note**: Multiple opportunities available

**IMPORTANT WORK CONDITIONS**:

- This role is based in Victoria.

What will you bring?

To be successful in this role, will ideally bring the following:
Experience working in the contact center environment (managing inbound and outbound calls) is desired
Experience in handling fraud related calls (both complex and difficult calls) is an advantage
Strong customer service ethic and analytical/problem solving skills
Willingness to adapt to change
Knowledge and skills, from at least two different customer service areas. Whether your experience is in banking, hospitality or charity work, your interaction with the customer and understanding of how you played a part in the bigger picture, is the key learning that you will bring to this role.
Previous card/internet banking experience is desired.
Enthusiasm to build your capability to ensure our customers are well taken care of. You’re as comfortable being guided and taught new skills as you are teaching new skills and coaching colleagues. At the end of the day, it’s all about the customer.
Your ability to learn, integrate and work well with others. You adapt quickly to team culture, engaging in team activities and settling into the pace of work required.
You have some knowledge or curiosity about capacity or workforce planning. You understand the commercial need for this approach, but also appreciate the opportunities for capability development that it offers.
Your well documented concern for service standards, quality of outcomes and customer experience.
Strong customer focus and interpersonal communication skills.
Strong negotiation and consultancy and skills.
Ability to engage with colleagues.
Confidence in providing assistance and receiving guidance. Equally comfortable learning new skills and sharing knowledge.
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

15 April 2024, 11.59pm, (Melbourne Australia)

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