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 strong 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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Key: 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 -

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State: 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 ******

📌 Fraud And Scams Officer (Sydney)
🏢 ManpowerGroup Australia
📍 Sydney