Fraud and Scam Analyst

Great Southern Bank; City of Brisbane; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Study leave

Wellbeing coaching

Wellbeing centre access

Hybrid work – two days from home

Discounts on bank products

Job summary

Great Southern Bank is seeking a Fraud and Scam Analyst based in Brisbane to protect customers by detecting, investigating and responding to fraud and scam activity, helping minimise losses and deliver timely outcomes.

You will manage transactions and alerts, investigate cases from review to resolution, and communicate with customers to provide updates. The role requires strong analytical skills, effective communication, and the ability to balance priorities in a fast-moving banking environment.

Qualifications

• 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.
• Ability to work autonomously while contributing effectively within a collaborative team.
• Confidence learning new systems, tools and processes in a fast-changing environment.
• Familiarity with Microsoft Office tools.
• Experience in financial services, fraud or financial crime investigations is advantageous.

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 outcomes.
• Taking appropriate recovery and escalation actions to prevent losses for customers and the Bank.
• Investigating a range of financial crime matters including scams and card fraud.
• Communicating with customers through inbound and outbound calls with clear updates during investigations.
• Working with internal stakeholders and third parties to gather information and resolve cases.

Skills

Analytical thinking

Problem solving

Customer service

Communication

Tools

Microsoft Office

Job description

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 make an impact by:

• 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

Do things differently with us

Every alert you investigate is an opportunity to disrupt financial crime and protect a customer from harm.

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.

To succeed in this role, you will have:

• 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
• 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

Why Great Southern Bank?

Whatever your role with us, you'll be part of a force for good. We're owned by our customers right here in Australia, so our success benefits everyday people and families. Working at Great Southern Bank, you'll also enjoy a range of fantastic benefits, some examples include:

• Helping you unlock a brighter future by investing in your development and wellbeing, offering you study leave, a day for you and professional wellbeing coaching.
• Benefits that support you and your wellbeing so that you can thrive at work and at home, today and tomorrow. Enjoy access to our wellbeing centre and the flexibility to work from home two days a week.
• Helping you to achieve your financial goals and positively impact your family and community. We offer discounts on a wide range of Great Southern Bank products and services such as savings and transaction accounts, insurance, home loans and more!

Imagine working for a bank that truly helps people. You can.

At Great Southern Bank, we're building a workplace where everyone belongs. We value diverse backgrounds, cultures, abilities and experiences - including Aboriginal and Torres Strait Islander peoples, veterans, people with disability, and the LGBTQ+ community - because it makes us stronger for our people, customers and communities. Through flexible working, collaboration and fair, inclusive decision-making, we empower our people to do their best every day.

Wemove with purpose, are curious about what's next, remain focused on whatmatters most, and are always ready to find smarter ways to help our customersand communities thrive. Our people bring energy and initiative to afast-changing environment, making thoughtful decisions that balance doing goodfor our customers with driving sustainable success for our business. If youenjoy working in a place where priorities evolve, ideas are valued, and everyaction contributes to something bigger, you'll feel right at home here at GreatSouthern Bank.