Bendigo and Adelaide Bank
Customer Fraud & Scam Protection Investigator
We aim to be Australia's bank of choice.
Customer Support
Part-time
Office | Melbourne, VIC, Australia
Visa sponsorship · No
Mid Level · A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically within 2-5 years of experience.
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Why Bendigo and Adelaide Bank
With more than 160 years of history, we are proud of our position in the community with more satisfied customers than any other Australian bank. Every day, we work hard to bring our company purpose to life, feeding into the success of our customers and communities and not off it. We're more than just a bank with banking products. We change the lives of customers and communities. Commercial actions with heart! Our time is now. We are challenging the status quo and we're excited about our future!
About the role
Join our wonderful Customer Fraud & Scam Protection team which delivers leading financial crime operational services to the Bendigo and Adelaide Bank Group in the areas of Response, Customer, Application and Card fraud activities.
You bring to this role a genuine interest in developing a career in Financial Crimes detection and investigation, and a passion for ensuring the customer has a great experience. Your prior experience has given you sound knowledge of banking systems, products, services and procedures. With customer service experience, ideally over the phone, you can deal with a diverse spectrum of people, have well-developed written and verbal communication skills and are able to maintain a high level of confidentiality and discretion.
You are highly motivated, able to work independently, managing ambiguity and varied workloads and priorities. You have strong analytical skills and the ability to disseminate complex information and make informed and quick decisions. As a** Customer Fraud Protection Investigator** you’ll get to:
- Be part of the Response team, where you will receive and respond to inbound calls from customers who may have been scammed.
- Investigate and resolve customer direct queries regarding fraud and scam activities
- Collect, analyse and compile evidence
We offer flexible work options that put our people first, and a hybrid model of two days in our Melbourne, Bendigo or Adelaide corporate office per week. We have two permanent, part time positions available. We will consider applications from people looking to work between 4 and 6 days per fortnight and who have flexibility to work across day shift, afternoon shift and weekends. Once your roster has been agreed this will be fixed, and you will have the opportunity to pick up additional shifts at times. Shifts currently available:
- Monday Afternoon shift 4:30pm - 1am
- Tuesday Afternoon shift 4:30pm - 1am
- Wednesday Afternoon shift 4:30pm - 1am
- Thursday Afternoon shift 4:30pm - 1am
- Friday Afternoon shift 4:30pm - 1am
- Saturday Dayshift 8:30am-5:00pm
- Saturday Afternoon shift 4:30pm - 1am
- Sunday Dayshift 8:30am-5:00pm Penalty rates apply for afternoon and weekend shifts
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.
What you'll be responsible for
- 🤝
Relationship Building and Management
Develop, maintain, and prioritize relationships with key stakeholders to achieve specific goals
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Account Retention and Expansion
Proactively identify opportunities for expansion and limit risk of churn by collaborating with clients to deliver on actions
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Customer Query Handling
Serve as the subject matter expert for the product/service, address customer questions and facilitate requests that need to be actioned by internal teams
Skills you'll need
- 👥
Collaboration
Works with others by being open, clear in communication and listening to achieve goals
- ✅
Prioritization
Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions
- 🛎
Service orientation
Actively seeks and develops strategies to help key stakeholders