Fraud and scams are becoming increasingly sophisticated, and protecting customers has never been more important.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.This is not your typical contact centre role.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.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.The RoleProtect customers.
Prevent fraud.
Make a genuine difference.As a Fraud & Scams Specialist, you will:Manage inbound and outbound customer interactions relating to fraud, scams and suspicious activityInvestigate potentially fraudulent transactions and account behavioursReview fraud alerts and identify potential risksBuild detailed and accurate case filesAsk probing questions to understand complex customer situationsSupport customers who may have been victims of scamsEscalate high-risk matters where requiredWork across multiple systems and platforms simultaneouslyFollow strict regulatory, compliance and operational proceduresDeliver excellent customer service during difficult and often emotionally charged conversationsThis is a rapid-paced operational environment where strong judgement, resilience and attention to detail are essential.Who Thrives In This Role?
While previous fraud or banking experience is highly regarded, it is not essential.We're looking for people with the right mindset,



behaviours and communication skills.Successful team members are typically:Curious and investigativeCalm under pressureResilient and adaptableStrong communicatorsCustomer-focusedAccountable and reliableComfortable making decisionsDetail-orientedAble to follow process and procedureConfident navigating multiple systemsWe'd Love To Hear From You If You've Worked In:Banking or Financial ServicesFraud, Disputes or InvestigationsInsurance ClaimsCollections or HardshipContact CentresRetail LeadershipHospitality ManagementAirline or Travel OperationsEmergency Assistance or Incident ManagementAny fast-paced environment requiring strong judgement and problem solvingImportant: Shift & Roster RequirementsThis role operates within a rotating roster environment.Shifts may operate across a 7-day rosterWeekend work is requiredPublic holiday shifts may be requiredFlexibility across varying shift patterns is essentialSuccessful candidates must be comfortable working outside standard business hoursFurther details regarding roster patterns, shifts and allowances will be discussed during the recruitment process.Training & DevelopmentComprehensive onboarding and training providedInitial training completed onsiteOngoing coaching and support from experienced leadersHybrid working arrangements available following successful completion of trainingWhat Success Looks LikeThe most successful people in this team:Take ownership of customer outcomesLearn quickly and adapt to changeDemonstrate strong critical thinking and judgementBuild trust with customers during difficult situationsMaintain high levels of accuracy and attention to detailWork effectively within a structured and regulated environmentConsistently deliver positive customer experiencesWhy Join?
Meaningful work helping to protect customers from fraud and scamsOpportunity to join a growing and highly respected teamCareer development within a specialist area of banking operationsSupportive team cultureExposure to one of the fastest-growing areas within financial servicesOngoing learning and development opportunitiesIf 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.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.Aboriginal and Torres Strait Islander people are encouraged to apply.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 - : QLD, licensee/s Manpower Services (Australia) Pty Ltd, LHL-*****-D5L4Q.
State: QLD, licensee/s Experis Pty Ltd, LHL-*****-Y5F6D.
State: SA, licensee/s Manpower Services (Australia) Pty Ltd, LHS ******
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📌 Fraud And Scams Officer (New South Wales)
🏢 ManpowerGroup Australia
📍 New South Wales