Customer service, Fraud and Scams First Responders Officer

Job Title: Customer service, Fraud and Scams First Responders Officer

About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role

The First Responder Officer acts as the first point of contact for customers during fraud, scam, or dispute events. The role is responsible for taking immediate action to protect customers and ANZ from potential financial loss. Operating in a 24 by 7 environment, the role provides timely support to Australian customers through channels such as Voice and MessageUs, fulfilling our obligations to respond to, detect, and help prevent fraud, scams, and disputes.

Role Type: Permanent

Role Location: Acacia, Manyata Tech Park

Work Hours: 24/07 support, need candidates who are flexible to work in shifts

What will your day look like

This role is accountable for:

• Supporting customers in raising disputes related to financial transactions, including credit/debit card charges, & digital payments via appropriate channels undertaken within schemes rules and e-Payments Code timeframes.
• Responding to customer-initiated alerts of banking fraud and scam events raised through inbound voice or MessageUs channels, evaluating to determine appropriate next steps and gathering all required information for specialist team investigations.
• Responding to inquiries and providing accurate information regarding fraud and scam trends.
• Maintaining a thorough understanding of bank policies and procedures as well as industry regulations and developments to ensure that fraud detection and prevention processes are effective and compliant to banking obligations.
• Communicating effectively with customers to provide updates on their service requests and resolving any remaining concerns though verbal conversation whilst on inbound voice and written correspondence whilst on MessageUs.

What will you bring

To grow and be successful in this role, you will ideally bring the following:

• Prior experience in a voice based role preferably within the banking sector.
• Ability to converse and communicate clearly with customers through competent verbal communication and accurate written language.
• A genuine interest and ability to adapt to fast changing fraud and scam trends.
• Ability to build relationships and rapport with customers using empathy to understand and communicate effectively.
• Delivering first call resolutions by creating shared clarity regarding next steps and managing difficult conversations.
• Excellent analytical and problem-solving skills when investigating and evaluating Fraud, Scam & Dispute events to determine the appropriate next steps.
• Demonstrated strong customer focus to ensure enquiries are handled correctly and promptly, the first time.

ANZ is a place where big things happen as we work together to provide banking and financial services across more than 30 markets. With more than 7,500 people, our Bengaluru team is the bank's largest technology, data and operations centre outside Australia. In operation for over 33 years, the centre is critical in delivering the bank's strategy and making an impact for our millions of customers around the world. Our Bengaluru team not only drives the transformation initiatives of the bank, it also drives a culture that makes ANZ a great place to be. We're proud that people feel they can be themselves at ANZ and 90 percent of our people feel they belong.

To find out more about working at ANZ visit https://www.anz.com/careers/. You can apply for this role by visiting ANZ Careers and searching for reference number 108012.