Fraud and Scams First Responders Officer

**Req ID**: 80314
**Department**: AR Customer Services Ops Customer Protection COE
**Division**: Australia Retail
**Location**: Bangalore
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
This role’s purpose is to provide 24/07 support to Australian customers via channels such as Voice & MessageUs to fulfill our obligations to customers in responding, detecting, and preventing Fraud, Scams & Disputes.
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
**Role Location**: Bangalore, Manyata
**Work Hours**: includes night shifts
What will your day look like?
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:
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.
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? (Bengaluru GCC)
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.
We know our people need different things to be great in their role, so we offer a range of flexible working options, including hybrid work (where the role allows it). Our people also enjoy a range of benefits including access to health and wellbeing services.
Job Posting End Date
06/11/2024, 11.59pm, (IST)