Wholesale Fraud Detection Officer Req ID: 81314
Department: AR Customer Services Ops Customer Protection COE
Division: Australia Retail
Location: Quezon City
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 As a Fraud Officer in ANZ's Wholesale Digital Cyberfraud team, you will be supporting ANZ's strategy, purpose, and reputation by helping to protect our Institutional and Corporate Banking customers from fraud and cyber-related incidents. 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. You will be required to minimise impacts to customer experience because of confirmed fraud cases and work towards making sound decisions when removing blocks for genuine cases. You will also 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 CRNs and cards as identified by the Fraud Analytics team.
Banking is changing and we're changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you'll be building your future, while helping to build ours.
Role Type: Permanent, Full-time
Role Location: 30F, MDC 100 Bldg., E. Rodriguez Jr. Avenue, Corner Eastwest Avenue, Brgy. Bagumbayan, Libis, Quezon City
Work Hours: 24/7 Operations. Hybrid Work Set-up after training
What will your day look like? This role is accountable for:
Investigating suspicious payments flagged by Insto Falcon, our transaction monitoring system for Institutional and Corporate Banking Customers.Monitoring and assessing suspicious access and malware to our digital platforms.Acting as case manager for customer fraud incidents and assisting with fund recovery.Becoming a subject matter expert, sharing your knowledge with both ANZ and our customers.Working closely with the business team to provide support on process improvements, customer feedback and enhancing the capability of our function.Supporting the fraud analytics team with identification of fraud trends and rule refinements. What will you bring? To grow and be successful in this role, you will ideally bring the following:
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.Excellent analytical and problem-solving skills when investigating and evaluating Fraud and Scam events to determine the appropriate next steps.Demonstrated strong customer focus to ensure enquiries are handled correctly and promptly, the first time.A positive and tenacious approach to problem solving, with keen attention to detail and a passion for finishing what you've started.The ability to learn multiple banking systems and procedures, and to operate efficiently across multiple platforms.Ability to liaise effectively with various levels of management & develop and maintain strong referral networks and relationships with customers.Expert Knowledge of ANZ systems and equipment, e.g. CAP, CTM, Maude, Vision and Banker Desktop.Proficient in MS Office applications and good understanding of telephony/financial systems.Concern for quality and standards - proactive in identifying areas for improvement.Experience in Fraud and Scams are preferred.Experience in dealing with Institutional customers or corporate accounts are preferred.You're not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we'd love to hear from you.
So why join us? ANZ provides banking and financial services and operates across more than 30 markets. We are among the top 4 banks in Australia, the largest banking group in New Zealand and Pacific, and among the top 50 banks in the world. With more than 2,000 people, our team in Manila play a critical role in executing our strategy and deliver what matters most to our customers and the bank. We continue to grow our professional services capabilities to support our customers around the world. Our expertise and services make us a bank, and our people, purpose, and culture makes us ANZ. We're proud of the inclusive culture we're renowned for where 90 percent of our people feel they belong.
We provide our people with a range of benefits including access to health and wellbeing services. We also have flexible working options so that our people can 'make work, work for them'.
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, let us know how we can provide you with additional support.
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 81314.
Job Posting End Date 06/12/2024, 11.59pm, (Melbourne Australia)
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