Job Description

Fraud and scams are becoming increasingly sophisticated, and protecting customers has never been more important.
n We are partnering with a leading Australian financial institution to recruit multiple Fraud & Scams Specialists to join a growing, high-performing team responsible for protecting customers from financial crime.
n This is not your typical contact centre role.
n You'll play a critical role helping customers who may have been impacted by fraud or scams, investigating suspicious activity, and supporting positive customer outcomes during what is often a stressful and emotional experience.
n If you're someone who enjoys solving problems, asking the right questions, thinking critically and helping people when they need it most, we'd love to hear from you.

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The Role

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Protect customers. Prevent fraud. Make a genuine difference.

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As a Fraud & Scams Specialist, you will:

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- Manage inbound and outbound customer interactions relating to fraud, scams and suspicious activity
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- Investigate potentially fraudulent transactions and account behaviours
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- Review fraud alerts and identify potential risks
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- Build detailed and accurate case files
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- Ask probing questions to understand complex customer situations
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- Support customers who may have been victims of scams
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- Escalate high-risk matters where required
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- Work across multiple systems and platforms simultaneously
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- Follow strict regulatory, compliance and operational procedures
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- Deliver excellent customer service during difficult and often emotionally charged conversations
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This is a fast-paced operational environment where solid judgement, resilience and attention to detail are essential.

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Who Thrives In This Role?

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While previous fraud or banking experience is highly regarded, it is not essential.
n We're looking for people with the right mindset, behaviours and communication skills.
n Successful team members are typically:





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- Curious and investigative
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- Calm under pressure
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- Resilient and adaptable
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- Strong communicators
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- Customer-focused
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- Accountable and reliable
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- Comfortable making decisions
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- Detail-oriented
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- Able to follow process and procedure
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- Confident navigating multiple systems
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We'd Love To Hear From You If You've Worked In:

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- Banking or Financial Services
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- Fraud, Disputes or Investigations
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- Insurance Claims
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- Collections or Hardship
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- Contact Centres
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- Retail Leadership
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- Hospitality Management
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- Airline or Travel Operations
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- Emergency Assistance or Incident Management
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- Any fast-paced environment requiring strong judgement and problem solving
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Important: Shift & Roster Requirements

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This role operates within a rotating roster environment.

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- Shifts may operate across a 7-day roster
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- Weekend work is required
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- Public holiday shifts may be required
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- Flexibility across varying shift patterns is essential
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- Successful candidates must be comfortable working outside standard business hours
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Further details regarding roster patterns, shifts and allowances will be discussed during the recruitment process.

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Training & Development

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- Comprehensive onboarding and training provided
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- Initial training completed onsite
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- Ongoing coaching and support from experienced leaders
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- Hybrid working arrangements available following successful completion of training
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What Success Looks Like

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The most successful people in this team:





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- Take ownership of customer outcomes
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- Learn quickly and adapt to change
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- Demonstrate strong critical thinking and judgement
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- Build trust with customers during difficult situations
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- Maintain high levels of accuracy and attention to detail
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- Work effectively within a structured and regulated environment
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- Consistently deliver positive customer experiences
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Why Join?

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- Meaningful work helping to protect customers from fraud and scams
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- Opportunity to join a growing and highly respected team
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- Career development within a specialist area of banking operations
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- Supportive team culture
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- Exposure to one of the fastest-growing areas within financial services
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- Ongoing learning and development opportunities
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If you're looking for a role where you can make a real impact, develop specialist skills and build a long-term career in Fraud & Scams, we'd love to hear from you.

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Talent Solutions as part of ManpowerGroup is committed to being a Diversity Confident Recruiter and encourages applications from people from a diverse range of backgrounds, including people with a disability. Please indicate your preferred method of communication in your resume and please let us know if you require any reasonable adjustments should you be contacted for an interview.

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Aboriginal and Torres Strait Islander people are encouraged to apply.

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By submitting your resume and other personal information with this application you are consenting to this information being collected in line with your privacy policy. Follow the link to learn more - www.manpowergroup.com.au/privacy-policy

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State: QLD, licensee/s Manpower Services (Australia) Pty Ltd, LHL-02026-D5L4Q. State: QLD, licensee/s Experis Pty Ltd, LHL-02014-Y5F6D. State: SA, licensee/s Manpower Services (Australia) Pty Ltd, LHS 288856

📌 Fraud and Scams Officer (Parramatta)
🏢 ManpowerGroup Australia
📍 Parramatta