Fraud Support Agent, ANZ Plus

Vor 3 Tagen

Melbourne, Österreich Australia and New Zealand Banking Group Limited Vollzeit

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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.

The business operates 24 hours a day 7 days a week. The successful candidate must agree to work shifts rostered throughout the period.

The business is required to operate on public holidays. As such, the successful candidate is expected to be available to work on at least some public holidays during the year. Your manager will notify you of the public holidays that you are most likely needed to work.

Working in a fast-paced environment, alongside the very teams responsible for developing end-to-end customer journey’s you will be supporting, the successful candidate will form part of a world-class fraud operations team. Your mission is to ensure we are treating ANZ Plus customers’ fraud and scams events as best as we can.

The Fraud Support Agent will be responsible for Preventing & Detecting any instance of a fraud or scam event within ANZ Plus across both onboarding of customers as well as all card & digital transactions by demonstrating sound decision making and timely actioning of alerts that generate on the FalconX platform. The incumbent will act on alerts with the aim of demonstrating sound decision making skills in the moment and independent of leadership advice unless required.

This role will also support our identity operations function that joins together aspects of customer servicing, customer due diligence, identity maintenance, credential management and identity fraud into a unique, data driven function centred around the customer.

This is a Melbourne based position and you are expected to be in the Melbourne office 50% of your time.

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
  • Determine when to refer a matter for further investigation should there be concerns of a fraud or scam event occurring and gather evidence to determining the root cause of fraudulent activities to enable the uplift of controls
  • Identify opportunities to uplift the control landscape and collaborating with ANZ Plus Fraud Analytics to implement controls.
What's 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 make sound and timely decisions through analysing all risk factors
  • Ability to deal with high case volumes and manage own workflow to SLA standards
  • 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.

At ANZ you’ll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That’s because we’re committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirement, let us know how we can provide you with additional support.

Job Posting End Date #J-18808-Ljbffr

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