Fraud Operations Officer

Are you ready to grow your career within Fraud Operations and join Australia's most recommended bank? Look no further

We have an exciting opportunity for a Fraud Operations Officer to join our dynamic and high profile Fraud Operations team in a permanent role.

As a Fraud Operations Officer, you'll provide support to internal stakeholders (Contact Centre, Card Operations, Customer Excellence, ORM, KYC and Compliance) and external stakeholders (Other Financial Institutions and Law Enforcement) by responding to system generated alerts and escalations. Responses to actual fraud events will need to be executed in a timely manner to ensure that losses for ING are mitigated.

In addition, you'll identify fraud trends and patterns and make recommendations to enhance ING's fraud controls. This could include suggestions for rule enhancements, new controls, or the updating of intelligence lists. The Fraud Operations team is responsible for Fraud management across all of ING's retail products and channels which extends to transaction and savings accounts, debit, and credit cards as well as secured and unsecured lending.

This is a full-time role (Monday to Friday) based in Sydney.

What you'll do

• Work with fraud managers and other stakeholders to identify new strategies (e.g. rules and controls) to reduce fraud via provision of trend analysis based on daily execution of transaction monitoring.
• Review transactional behaviour in order to determine if further investigation or preventative action is required.
• Liaise with customers, other financial institutions and/or law enforcement to aid in determining is a specific event was the result of fraud.
  • Respond to internal and external stakeholders in response to requests that are specific to fraud related matters (e.g. exchange of intelligence with other financial institutions or provision of info to customer excellence and compliance teams).
• Respond to internal and external stakeholders in response to requests that are specific to fraud related matters (e.g. exchange of intelligence with other financial institutions or provision of info to customer excellence and compliance teams).
• Ensure fraud is appropriately escalated for visibility, quantification and reporting with appropriate collection of artefacts where required.
• Timely escalation of matters that may carry reputational risk and give rise to serious complaints (e.g. inadequate fraud detection, alleged frauds and scams).

What we're looking for

• Previous experience within a dedicated Fraud investigations role will be essential.
• Experience handling escalations or challenging customers will be required, ideally from a phone based role.
• Knowledge of fraud risks impacting the financial services industry and a sound understanding of regulatory requirements.
• Excellent written and verbal communication skills, and the ability to build rapport with different stakeholders.
• Excellent analytical and investigative skills.

What's in it for you?

• Drop everything and learn with over 16,000 professional and personal development courses to choose from
• Discounted ING Health Insurance
• An additional Rest Day to support your wellbeing
• An IMPACT day to volunteer on approved sustainability activity

About Us

At ING, we're all about making life simpler and more rewarding - for the people who bank with us, the team members who work with us, and the communities we're proud to support. Joining ING means stepping into an environment where your individuality isn't just welcomed - it's celebrated. We've built a culture that's fun, inclusive, and supportive, giving you the freedom to be yourself, so you can do your thing.

Whether you're taking ownership of exciting projects, thinking outside the box, or working with global colleagues, you'll find ING is the kind of place where growth isn't just a possibility; it's a promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplace, you'll feel the difference in how we value and champion our people.

We make hiring decisions based on your skills, capabilities, and how you align with our values - not on ticking every box. So, if you're interested but don't meet all the criteria, we encourage you to apply. And because we want you to shine, let us know if you need any adjustments to the recruitment process by emailing the recruiter below.

We're invested in fostering a diverse and inclusive workplace where everyone feels like they belong. Sound like your kind of vibe? We can't wait to hear from you

(One last note: We operate using a direct talent sourcing model, so no agency introductions, please.)

Applications close Tuesday, the 9th of September.

ING is Australia's most recommended bank according to RFI Global's Consumer Atlas Survey, February - July 2024 (n = 29,688) when compared to customers of the 10 largest ADIs operating in Australia.