Inbound Fraud Investigations Officer

2 weeks ago


Quezon City, National Capital Region, Philippines Australia and New Zealand Banking Group Limited Full time

Select how often (in days) to receive an alert:

Inbound Fraud Investigations Officer

Division: Australia Retail

Location: Quezon City

About the role

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.

The Inbound Fraud Investigations Officer will be responsible for the investigation and remediation of ANZ accounts which have received the proceeds of fraud or scam related payments.

The incumbent will be responsible for the case management of incidents and will be required to investigate inbound payments and recover funds on behalf of victims of scam and fraud events. They will also work closely with other specialist teams within Customer Protection, specifically the Identity Fraud, External Investigations and Fraud Analytics team to share intelligence gathered during investigations. The role will be limited to case management initially, and will build inbound capability in the future.

What will your day look like?

In addition, the team will be responsible for:

  • Prevention of monetary loss by ensuring maximum recoveries are received because of fraudulent and scam transactions.
  • Responding promptly to and investigate fraud and scam reports by our customers.
  • Limit monetary loss to the fraud and scam victims, our customers, and ANZ
  • Escalate scam related claims to key stakeholders in a timely manner.
  • Proactively safeguard customers from future scam related losses through customer education.
  • Identify and adapt to new and evolving scam and fraud trends.

Role Location: MDC 100 Building, Eastwood City, Libis, Quezon City, Philippines
Shuttle Services provided for staff with pick up points in Marikina, Cubao & Makati
Shift Schedule: Monday-Friday Australian Business Hours, 50/50 hybrid work set-up.

What will you bring?

To be successful in this role, you will ideally bring the following -

  • Ability to liaise effectively with various levels of management & maintain strong referral networks/relationships with internal/external customers.
  • Ability to adapt to a highly dynamic world of Fraud and Scams.
  • Ability to deal with high case volumes and mange own workflow working towards effective queue management.
  • Excellent communication skills, both written and verbal, with the ability to convey complex information and insights clearly and concisely.
  • Strong analytical and problem-solving skills, with the ability to make data-driven decisions quickly in a fast-paced and dynamic environment.

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 Manilla 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% 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 . You can apply for this role by visiting ANZ Careers and searching for reference number

Job Posting End Date
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