Fraud and Scam Analyst

GSB • Brisbane, CA

2d • Hybrid

About The Position

As our highly valued Fraud and Scam Analyst based in Brisbane, your role will help protect our customers and the Bank by detecting, investigating and responding to fraud and scam activity, helping minimise financial loss and deliver timely customer outcomes. Supporting our purpose of helping every Australian own their own home. You’ll join a collaborative Fraud and Scams team where you'll combine analytical thinking, investigation and customer service to identify suspicious activity and determine the right course of action. You'll manage cases through to resolution, speaking directly with customers and working with teams across the Bank to deliver timely outcomes. It's a fast-moving environment where priorities can change quickly. You'll need to assess information carefully, make sound decisions and balance protecting our customers with managing risk for the Bank. If you're naturally curious, enjoy solving problems and can stay calm and focused while working through complex situations, you'll thrive here.

Requirements

• Strong analytical and problem-solving skills with excellent attention to detail
• Experience managing customer enquiries and conversations through inbound and outbound calls
• Strong written and verbal communication skills, with the ability to communicate clearly during challenging customer situations
• Strong organisational and planning skills with the ability to manage competing priorities and deadlines
• The ability to work autonomously while contributing effectively within a collaborative team
• Confidence learning new systems, tools and processes in a fast-changing environment
• Strong computer skills, including Microsoft Office

Nice To Haves

• Experience in financial services, fraud, scams or financial crime investigations will be highly regarded
• Exposure to investigation techniques, evidence management and case documentation will be highly regarded
• Relevant financial services, customer service or financial crime qualifications or experience will also be viewed favourably

Responsibilities

• Investigating transactions and system-generated alerts to identify potential fraud and scam activity
• Managing fraud and scam cases from initial review through to resolution, ensuring timely and accurate outcomes
• Taking appropriate recovery and escalation actions to prevent and minimise losses for customers and the Bank
• Investigating a range of financial crime matters, including scams, transaction fraud, card fraud and application fraud
• Communicating with customers through inbound and outbound calls, providing clear support and updates throughout investigations
• Working with internal stakeholders and third parties to gather information and resolve cases effectively
• Maintaining accurate case notes, evidence, reports and correspondence to support compliant investigations
• Managing competing priorities and case volumes while meeting service levels and performance targets
• Identifying opportunities to improve processes and contribute to smarter ways of working

Benefits

• Study leave
• A day for you
• Professional wellbeing coaching
• Wellbeing centre access
• Flexibility to work from home two days a week
• Discounts on a wide range of Great Southern Bank products and services such as savings and transaction accounts, insurance, home loans and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed