Senior Analyst, Group Fraud Management

About the role – Permanent, full-time 

As part of People First Bank's Group Fraud Management- Operations team, you will play a frontline role in protecting our customers and the bank from scams and financial crime. You will be part of a dynamic, expert team that combines cutting-edge fraud detection technology with human insight and empathy to safeguard financial wellbeing and uphold our Scam Safe Accord and Scam Prevention Framework.

Your day-to-day will centre on proactive investigation, critical decision-making, and customer protection. 

Key responsibilities include:

• Investigate and assess high-risk transactions and account behaviours flagged by advanced fraud detection systems (PRM, SPLUNK, VCM, VRM), ensuring timely detection, triage and escalation of scam and fraud events.
• Apply expert judgment to restrict, recover and restore accounts thus balancing customer protection with seamless experience, while operating within defined delegations.
• Engage directly with customers to verify activity, identify scam indicators, and deliver education and support in line with best-practice scam response protocols
• Champion continuous improvement by identifying emerging scam typologies, control gaps, and process inefficiencies and helping evolve our fraud prevention strategies and regulatory compliance.
• Collaborate across teams including AML, Complaints, and Detection to strengthen fraud prevention processes and ensure a cohesive, end-to-end response to financial crime.
• Drive operational excellence through accurate case documentation, KPI performance monitoring, and readiness for audits and regulatory reviews.

About you:

You are a detail-driven problem solver with sound judgment and a passion for protecting customers from financial crime. You will thrive in a 24/7 operational environment, exercising autonomy, resilience, and empathy in every interaction especially in high-pressure or sensitive situations.

To succeed in this role, you will bring: 

• Proven experience in fraud alert management or financial crime investigations, with the ability to prioritise competing demands and meet SLAs under pressure.
• Deep understanding of banking products, regulations, and compliance frameworks, including the Scam Safe Accord, Scam Prevention Framework, AML/CTF and Banking Code of Practice.
• Exceptional analytical and investigative mindset- ability to interpret complex information, identify scam patterns, and make sound, timely decisions.
• Strong communication and interpersonal skills, with the ability to de-escalate sensitive situations and support customers experiencing distress or vulnerability.
• Commitment to excellence and accuracy, ensuring every action, record and report meets regulatory, risk and quality standards.
• Collaborative leadership and mentoring approach, contributing to a positive team culture and supporting continuous improvement across the Fraud Management function.
• Resilience and flexibility to operate in a 24/7 rotating roster, maintaining composure, empathy, and focus in dynamic or high-pressure environments.

Location:

Whilst our primary office locations are in Adelaide and Brisbane, we are pleased to be able to consider applications from employees within Australia for this role. We also encourage you to put thought into how the work may be undertaken given your location and what support you may require.  

Hours of work

This role requires availability for rotating shifts across a 24/7 roster, including nights, weekends and public holidays.

Why you'll love working with us: 

People First Bank – our new brand – says exactly what we're all about: people. We're committed to supporting and growing our team and creating an outstanding work environment.

You'll have access to financial and lifestyle benefits to support your success and individuality:

• Flexibility and hybrid working arrangements.
• Enhance your salary with discounts on banking, health insurance, and shopping across Australia.
• Advance your career with training, study support, and project opportunities.
• Competitive leave benefits that empower employees to take time for themselves and loved ones.
• Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors' program.
• Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives.
• Be recognised for your contributions through our peer-driven recognition program.

A bit about People First Bank:  

In March 2023, People's Choice and Heritage Bank merged to form Heritage and People's Choice Limited - Australia's leading mutual bank.  We are now on an exciting journey to bring together our products, services, and technology under a single brand - People First Bank.

We have over 700,000 members and 1,900 employees, with dual head offices in Adelaide and Toowoomba, an Australian-based contract centre and branches across five states. 

With a vision 'To deliver positive change through banking', People First Bank serves members and contributes to the community, while offering an inclusive, flexible work environment. We're big enough to make an impact; but agile enough to influence and do interesting work.

Apply online now:

If this sounds like you, this could be the next step in your career. Click 'Apply' now and submit your application, including a cover letter and current resume by COB Monday 10th November. 

We are committed to diversity and inclusion and support candidate requests for adjustments to enable everyone to equitably participate in our selection process.