ANZ

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.

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 (multiple roles available)
Role Location: 833 Collins Street, Dockland VIC 3008
Work Hours: Part-time (workdays would initially look like a (Friday – Sunday slot) and/or (Saturday – Monday slot)

The Detection Officer is part of a team of multi-skilled customer focused individuals. They make a difference in our workforce with their willingness to continually learn, curiosity to broaden their view of operations and passion to improve customer service. They integrate and adapt quickly, working well with others as they respond to business critical capacity gaps across Customer Protection.

Reporting into the Detection Lead, 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. The incumbent will be required to minimise impacts to customer experience as a result of confirmed fraud cases and work towards making sound decisions when removing blocks for genuine cases. 

The incumbent will 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 CRN’s and cards as identified by the Fraud Analytics team.

The role requires flexibility across a 24/7 roster and has responsibility for servicing inbound and outbound phone calls related to the aforementioned transaction types and platforms. In addition, it will also be expected that this role undertakes some cross skilling into scams related functions to maximise operational capability across the detection and scams teams.

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

• Knowledge and skills, from at least two different customer service areas. Whether your experience is in banking, hospitality or charity work, your interaction with the customer and understanding of how you played a part in the bigger picture, is the key learning that you will bring to this role.
• Previous card/internet banking experience is desired.
• Enthusiasm to build your capability to ensure our customers are well taken care of. You’re as comfortable being guided and taught new skills as you are teaching new skills and coaching colleagues. At the end of the day, it’s all about the customer.
• Your ability to learn, integrate and work well with others. You adapt quickly to team culture, engaging in team activities and settling into the pace of work required.
• Strong customer focus and interpersonal communication skills.
• Strong negotiation and consultancy and skills.
• Ability to engage with colleagues.
• Confidence in providing assistance and receiving guidance. Equally comfortable learning new skills and sharing knowledge.
• 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.

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're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.

To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 92562 .