Fraud and Scams Officer

MPG Corporation; Sydney; Hybrid; AUD 70,000 - 95,000; Full time

Job summary

ManpowerGroup Talent Solutions, on behalf of a leading Australian financial institution, is seeking Fraud & Scams Specialists to join a high-performing team dedicated to protecting customers from financial crime. You will manage inbound and outbound interactions, investigate suspicious activity, review alerts, and build detailed case files while delivering compassionate service in tense situations.

Hybrid working arrangements are available after training; shifts operate in a rotating roster to

Qualifications

• Experience in banking or fraud is helpful but not required.
• Ability to navigate multiple systems and follow procedures.

Responsibilities

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

Skills

Curious & investigative

Calm under pressure

Resilient & adaptable

Strong communication

Customer-focused

Detail-oriented

Job description

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.

Protect customers. Prevent fraud. Make a genuine difference.

The Role

As a Fraud & Scams Specialist, you will:

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

This is a fast-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 investigative
• Calm under pressure
• Resilient and adaptable
• Strong communicators
• Customer-focused
• Accountable and reliable
• Comfortable making decisions
• Detail-oriented
• Able to follow process and procedure
• Confident navigating multiple systems

We'd Love To Hear From You If You've Worked In:

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

Some of the strongest performers in this environment have come from backgrounds where they have needed to remain calm under pressure, manage competing priorities and handle challenging customer situations.

Important: Shift & Roster Requirements

This role operates within a rotating roster environment.

• Shifts may operate across a 7-day roster
• Weekend work is required
• Public holiday shifts may be required
• Flexibility across varying shift patterns is essential
• Successful candidates must be comfortable working outside standard business hours

Further details regarding roster patterns, shifts and allowances will be discussed during the recruitment process.

Training & Development

• Comprehensive onboarding and training provided
• Initial training completed onsite
• Ongoing coaching and support from experienced leaders
• Hybrid working arrangements available following successful completion of training

What Success Looks Like

The most successful people in this team:

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

  Why Join?

  • Meaningful work helping to protect customers from fraud and scams
  • Opportunity to join a growing and highly respected team
  • Career development within a specialist area of banking operations
  • Supportive team culture
  • Exposure to one of the fastest-growing areas within financial services
  • Ongoing learning and development opportunities

  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.

  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.