Customer Fraud & Scam Protection Investigator

We've never been ‘just a bank'. Just like you should never be ‘just an employee'. We're united in our belief that in banking, better can be bigger, and together we're making it happen.

Come and be part of our Group Financial Crime Risk team, a function dedicated to protecting the bank, our customers, and the communities we serve from the impacts of financial crime. This is a unique opportunity to join a critical function and contribute to the continued development and refinement of our Customer Fraud & Scam Protection capabilities.

As an Investigator in our team, you'll make an impact by:

• Protecting our customers by investigating and resolving fraud and scam activities with speed and precision.
• Being a key player in our first line of defence, using detection systems and detailed analysis to identify and mitigate financial crime.
• Driving continuous improvement by identifying control enhancements and training opportunities to reduce future occurrences and losses.
• Collaborating with law enforcement and other financial institutions to share intelligence and protect the broader community from financial crime.

The Customer Fraud & Scam Protection Investigator is a critical role accountable for the investigation of fraud activities within the areas of Response, Alerts, and Application fraud. Reporting into the Group Financial Crime Risk department, you will be responsible for the investigation and resolution of staff-submitted, customer-direct, and alert-driven fraud and scam activities. You will be highly motivated, eager to learn, and capable of contributing to the continued development of the team.

Key accountabilities include:

• Investigation: Manage the investigation of financial crime activities, including the collection, analysis, and compilation of evidence, while adhering to SLAs and quality standards.
• Decision Making: Respond swiftly and decisively in relation to investigations, adhering to the Fraud Management policy and relevant legislation.
• Stakeholder Engagement: Build collaborative relationships with customers, law enforcement, other financial institutions, and internal risk and technology teams to deliver positive outcomes.
• Continuous Improvement: Identify internal control improvements, including training opportunities, to reduce the potential for future occurrences and monitor the completion of action plans.

This is a 12-month maximum-term position which can be based in Melbourne, Bendigo, Adelaide, Sydney, Brisbane or Perth. The roster for this role is full time: Monday - Friday day shift. Please note this team provides around-the-clock protection for our customers which means you will be required to work on public holidays, with penalty rates applicable. We offer flexible work options within this framework to find a rhythm that works best for you and your team.

Essential

• Previous experience with Financial Crimes detection and investigation and exposure to Financial Crimes detection systems.
• Demonstrated experience dealing with a diverse spectrum of people in a range of working environments.
• Strong analytical skills with a high degree of initiative, motivation, and attention to detail.
• Excellent collaboration and interpersonal skills, with the ability to manage varied workloads and priorities.
• Well-developed written and oral communication skills and the ability to maintain a high level of confidentiality.

Highly desirable

• A willingness to undertake formal fraud prevention and investigation studies.
• Working knowledge of processes and procedures in financial institutions.

Want big impact that matters? Here, you'll know your work directly benefits the customers and communities we all serve. You'll also get access to a great range of benefits, including:

• Health and wellbeing support, including discounted gym memberships, private health insurance options, and our Employee Assistance Program (EAP) for you and your immediate family members
• Opportunities to take your learning to the next level through our corporate university ‘BEN U' or at an external provider of your choice

We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness, injury, or disability to equitably participate in the selection process.

Still in two minds? Research suggests 60% of women and underrepresented groups might stop here, even after getting as far as drafting an application. We believe that diversity makes every team stronger, so even if you don't tick every box, we still want to see your application!

Now's the time to set your sights even higher - on the future you and the future career you deserve.