KYC, Fraud Scams, Disputes, Specialist- Voice Process Job Details

KYC, Fraud Scams, Disputes, Specialist- Voice Process

Req ID: 94084
Department: AR Customer Services Ops Know Your Customer
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

A KYC/First Responder/Disputes Officer is the first point of call for customers during a Fraud, Scam or Dispute event and is responsible for initiating steps to prevent monetary loss to customers and ANZ.

In addition, the Know Your Customer (KYC) Specialist will support all operational activities undertaken for AML/CTF which the team performs for Australia Division KYC.

These activities include, but are not limited to, ensuring new to bank complex entities are onboarded to ANZ in line with requirements of ACIP, remediation of existing customer profiles (data and KYC), removal of KYC restraints from accounts and Iknow/KYC Maintenance.

The role may also be required to provide support to OCDD for simple and complex (individual and Non-Individual) customers which can involve KYC investigations and customer contact, via phone (inbound and outbound) consistently meeting the expected GOS standards.

This roles 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.

Role Type: Permanent
Role Location: Bangalore
Work Hours: Should be flexible with night shifts and on weekends

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.
• Take ownership of customer problems and issues to create a positive experience for all customers.
• Show sense of urgency and awareness to customer, stakeholder and teams needs.
• Identify improvements in practices and procedures on an ongoing basis with the view to creating an environment of constant improvement.
• Work with other areas of the team to ensure that processes are consistent with their requirements and contribute to overall process efficiency.
• Follow all policies and procedures in line with AML/CTF regulations.
• Perform Domestic customer onboarding for Australia customers covering standard 9 entity types.
• Perform simple KYC Maintenance - Uplift, status checks, linkage, reverification, address or name change for Australia Retail & Commercial customers.

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.
• At least 3-7 years of experience in international inbound process is mandatory (Preferably in banking operations).
• Should be flexible with night shifts also.
• Should be flexible working on weekends (There will be 2 weekly off accordingly).
• 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 inquiries are handled correctly and promptly, the first time.

Youre not expected to have 100 PERCENT 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, wed love to hear from you.

Job Posting End Date

11/05/2025, 11.59pm, (Melbourne Australia)

`घोटाले चेतावनी: JORA एक नौकरी खोज इंजन है । हम एक भर्ती नहीं कर रहे हैं और किसी भी भर्ती प्रक्रिया का हिस्सा नहीं हैं। हमारे कार्यालय केवल ऑस्ट्रेलिया में हैं। हम नौकरी चाहने वालों से कभी संपर्क नहीं करते या चयन उद्देश्यों के लिए उम्मीदवार से कभी संपर्क नहीं करते। यदि आपको कॉल या मेल प्राप्त होता है (बाहर की ) JORA से होने का दावा करने वाले व्यक्ति से आपको प्रासंगिक प्राधिकारियों से संपर्क करना चाहिए । उस व्यक्ति के बारे में आपकी सारी जानकारी के साथ । इसके अलावा, आपको साक्षात्कार चरण में संसाधित करने के लिए भुगतान करने की आवश्यकता नहीं होनी चाहिए। JORA उम्मीदवारों से कभी पैसे नहीं मांगते।

सावधान रहें और जागरूकindia ।
सादर,
JORA टीम ।

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