Fraud Control Officer

Teachers Mutual Bank; Sydney; Hybrid; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Hybrid working arrangements

One-stage interview process

Career development

Job summary

Teachers Mutual Bank is seeking a Fraud Control Officer to protect members from fraud, scams and financial crime and to support them through challenging events. You’ll work within a collaborative fraud team with exposure across investigations, disputes, scam management, prevention and recovery.

You’ll gain breadth across fraud streams and develop into a versatile fraud professional. The role offers hybrid and flexible arrangements after training and a streamlined one-stage interview process.

Qualifications

• Minimum 12 months’ fraud experience.
• Experience within banking, mutual banking or financial services.
• Previous phone-based customer service experience in a fraud, disputes or investigations environment.
• Ability to manage competing priorities in a high-volume environment.
• Strong written and verbal communication skills.
• Flexibility to work rostered hours, including occasional Saturday shifts.
• Commitment to delivering exceptional member outcomes.

Responsibilities

• Manage inbound fraud-related enquiries and support members experiencing fraud or scam events.
• Investigate fraud, scam, dispute and application fraud matters.
• Conduct fraud detection, monitoring and prevention activities.
• Process fraud, dispute and recovery cases with a high level of accuracy and attention to detail.
• Collaborate across multiple fraud functions and support broader team initiatives.
• Identify emerging fraud trends and escalation risks appropriately.
• Maintain records, reports and administration associated with investigations.
• Build trusted relationships across internal teams and external stakeholders.

Skills

Fraud experience

Banking sector experience

Customer service

Investigation mindset

Tools

Ultracs core banking

Excel

Word

Job description

If you’re looking for a fraud role where you can build broad expertise rather than specialise in a single function, this is an opportunity to develop your career with one of Australia’s leading mutual banks.

As a Fraud Control Officer, you’ll play a critical role in protecting members from fraud, scams and financial crime while delivering outstanding support during challenging situations. Working within a collaborative fraud team, you’ll gain exposure across investigations, disputes, scam management, fraud prevention and recovery activities, developing into a truly multi-skilled fraud professional.

Why this role matters

Fraud is constantly evolving, and so is the team’s approach. You’ll work alongside experienced fraud specialists to detect, investigate and prevent fraudulent activity, helping safeguard members’ funds and protect the bank’s reputation. Unlike larger organisations where teams often focus on a single area, you’ll have the opportunity to work across multiple fraud streams and expand your expertise across the full fraud operations lifecycle.

What you’ll gain

• Exposure across investigations, scams, disputes and fraud prevention activities
• Opportunity to become a well-rounded fraud specialist
• Supportive and collaborative team environment
• Hybrid and flexible working arrangements following training
• Multiple vacancies available with a streamlined one-stage interview process
• Career development within a respected and growing mutual bank

What you’ll do

• Manage inbound fraud-related enquiries and support members experiencing fraud or scam events
• Investigate fraud, scam, dispute and application fraud matters
• Conduct fraud detection, monitoring and prevention activities
• Process fraud, dispute and recovery cases with a high level of accuracy and attention to detail
• Collaborate across multiple fraud functions and support broader team initiatives
• Identify emerging fraud trends and escalation risks appropriately
• Maintain records, reports and administration associated with investigations
• Build trusted relationships across internal teams and external stakeholders

What you’ll bring

You’ll thrive in a fast-paced environment where no two days are the same. You’ll be comfortable balancing member-facing conversations, investigations and administration tasks while maintaining a strong focus on service and risk management.

Strong communication skills, sound judgement and an investigative mindset will be essential, along with the ability to work collaboratively within a high-performing team.

Essential

• Minimum 12 months’ fraud experience
• Experience within banking, mutual banking or financial services
• Previous phone-based customer service experience in a fraud, disputes or investigations environment
• Ability to manage competing priorities in a high-volume environment
• Strong written and verbal communication skills
• Flexibility to work rostered hours, including occasional Saturday shifts
• Commitment to delivering exceptional member outcomes

Nice to have

• Tier 2 Accreditation
• Experience within a bank, credit union or mutual bank
• Experience managing scams, disputes and application fraud cases
• Exposure to multiple fraud operations streams
• Ultracs or similar core banking system experience
• Intermediate Microsoft Excel and Word skills

About Teachers Mutual Bank Limited

Teachers Mutual Bank Limited is one of Australia’s largest mutual banks, committed to supporting members and communities while delivering exceptional service. The organisation values passion, excellence, growth and sustainability and provides an environment where employees can continue to learn, develop and make a meaningful impact.