Fraud Detection officer- Voice Process

About the Role A First Responder 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. 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. As a Fraud and Scams First Responders Officer you will: 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. 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 voice 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 enquiries are handled correctly and promptly, the first time.