NZ Fraud and Scams First Responders

Req ID: 102562

Department: NZ Personal Banking Customer Service Operations

Division: New Zealand

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

The Fraud and Scams First Responders will play a key role in the bank's first line of defense against dynamic fraud and scams events. You will hold in-depth and holistic conversations with our customers, ensuring first contact resolution and improved customer experience. You will actively and regularly monitor the Bank's fraud detection tools; and take appropriate actions to mitigate risk to the Bank and our customers. Our vision is to establish a muti-channel presence, ensuring that our customers have the ease of access to contact us – while ensuring we are available to support them at any given time, in their channel of preference.

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 Building, E. Rodriguez Jr. Avenue, Corner Eastwood Avenue, Brgy. Bagumbayan, Libis, Quezon City

Shift Schedule: 24x7 Operations. Must be open to shifting schedules.

Work Setup: 50/50 Hybrid (Onsite for the first 3 months during training)

Campaign Type: Inbound Voice

What will your day look like?

In addition, the Fraud and Scams First Responders Team will:

Be the first line of defense in detecting fraudulent and suspicious activities and adhering to escalation processes required in mitigating risks and meeting compliance with policies, frameworks, and banking obligations.

Ensure superior level of customer service is provided by interacting directly with our customers to achieve the best possible outcome.

Ensure all services delivered comply with ANZ Group strategy, policies, processes, and standards and with external regulatory requirements.

Help improve fraud and scams loss recovery and mitigation both for our customers and ANZ.

What will you bring?

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

Good negotiation skills – the role will often be required to discuss Bank decisions, policy and actions with customers.

Experience in Fraud monitoring techniques is a plus

Has good attention to details

Effective communication (both verbal and written communication) and listening skills including the ability to engage and manage conversations

Good investigation skills and Problem solving skills

Ability to handle and deal with difficult situations

Ability to interpret data and information using critical and analytical thinking to come up with useful insights to resolve problems

Ability to shift between multi-channel contact strategy

A positive attitude and willingness to contribute to the successful fraud team environment.

For External applicants, the following will be a plus:

Experience in a Contact Centre environment is an advantage

Experience in taking inbound calls, doing outbound calls and managing cases productively within the fraud space.

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 plays a critical role in executing our strategy and delivering 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.

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

Job Posting End Date

26/09/2025 , 11.59pm, (Melbourne Australia)