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Fraud Detection officer- Voice Process

Min Experience

3 years

Location

Bangalore

JobType

Permanent

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.

About the company

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. ANZ is a place where big things happen as we work together to provide banking and financial services across more than 30 markets. With more than 7,500 people, our Bengaluru team is the bank's largest technology, data and operations centre outside Australia. In operation for over 33 years, the centre is critical in delivering the bank's strategy and making an impact for our millions of customers around the world. Our Bengaluru team not only drives the transformation initiatives of the bank, it also drives a culture that makes ANZ a great place to be. We're proud that people feel they can be themselves at ANZ and 90 percent of our people feel they belong.

Skills

verbal communication
written language
problem-solving
customer focus