Fraud Support Analyst

People First Bank; City of Brisbane; On-site; AUD 80,000 - 105,000; Full time

Benefits offered by this job

Hybrid working arrangements

Discounts on banking products

Health insurance discounts

Training and study support

Generous leave benefits

Wellbeing program

Volunteer opportunities

Peer recognition program

Job summary

People First Bank is seeking a Monitoring and Alert Management professional to triage alerts for potential suspicious activity and act as the first line of defence in customer security. You will gain experience in identifying risky activity, supporting investigations and protecting members.

This role offers exposure to external fraud analysis, use of PRM, Splunk, Salesforce, PROD, Hunter Prosper and Postilion, and requires adaptability for a 24/7 roster.

Qualifications

• Investigate unusual activity and analyze transactional activity with focus on external fraud.
• Review Internal Fraud Alerts and triage Lending Fraud Alerts with GII referral.
• Maintain accuracy under pressure and follow established procedures.

Responsibilities

• Provide financial security to members by investigating unusual activity and analyzing transactional activity/accounts (external fraud) using PRM, Splunk, Salesforce, PROD, Hunter Prosper and Postilion.
• Monitor and evaluate Internal Fraud Alerts and refer to GII for further investigation as required.
• Monitor and triage Lending Fraud Alerts, validate concerns, and refer to GII as required.
• Escalate complex matters to management.
• Monitor blacklist alerts, investigate matches and take action when hits are identified.

Skills

Attention to detail

Written communication

Time management

Empathy

Tools

PRM software

Splunk

Salesforce

PROD

Hunter Prosper

Postilion

Job description

As part of the Monitoring and Alert Management team, you’ll gain exposure to the wide variety of work that comes into the broader GFM team. You’ll be responsible for triaging workflow and acting as the first line of defence by reviewing alerts for potential suspicious activity on customer accounts. This position offers valuable experience in identifying risky activity, supporting investigations, and contributing to the protection of our customers.

Key responsibilities include:

Provide financial security to our members through the timely investigation of unusual activity and analysis of transactional activity/accounts (external fraud), using Proactive Risk Manager (PRM) software, SPLUNK, Salesforce, PROD, Hunter Prosper and Postilion.

Monitor and evaluate all Internal Fraud Alerts and refer to GII for further investigation as required.

Monitor and triage all Lending Fraud Alerts, take appropriate actions to validate any concerns raised and refer to GII as required.

Escalate complex matters to your management team.

Monitor blacklist alerts, investigate possible matches and take appropriate action where ‘hits’ are identified.

About you:

As an advocate for our members, you will support them and protect them from falling victim to scams and fraud, so empathy, respect and at times, the ability to have a tough conversation, will be crucial in this role. You will also need to thrive in a fast-paced setting, hold excellent time management skills and be able to prioritise your workload daily in this diverse role.

The successful candidate will demonstrate the following:

A good understanding of all PFB products (lending and deposit), services, policies and processes.

Basic understanding of the Financial Industry Fraud and AML/CTF Related Bodies and how relationships work together to ensure effectiveness.

An ability to work logically with attention to detail. Includes the ability to critically assess information, consider all aspects of an issue and work with investigations team to reach satisfactory outcomes and innovative solutions.

Communication: competent level of written & verbal communication with an ability to clearly convey/explain information.

Location:

This position can be based in Adelaide or Brisbane or Toowoomba.

Hours of work

This role requires availability for rotating shifts across a 24/7 roster, including nights, weekends and public holidays.

Why you’ll love working with us:

People First Bank – our new brand – says exactly what we’re all about: people. We're committed to supporting and growing our team and creating an outstanding work environment.

You’ll have access to financial and lifestyle benefits to support your success and individuality:

• Flexibility and hybrid working arrangements.
• Enhance your salary with discounts on banking, health insurance, and shopping across Australia.
• Advance your career with training, study support, and project opportunities.
• Competitive leave benefits that empower employees to take time for themselves and loved ones.
• Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors’ program.
• Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives.
• Be recognised for your contributions through our peer-driven recognition program.

A bit about People First Bank:

In March 2023, People’s Choice and Heritage Bank merged to form Heritage and People’s Choice Limited - Australia's leading mutual bank. We are now on an exciting journey to bring together our products, services, and technology under a single brand -People First Bank.

We have over 700,000 members and 1,900 employees, with dual head offices in Adelaide and Toowoomba, an Australian-based contract centre and branches across five states.

With a vision ‘To deliver positive change through banking’, People First Bank serves members and contributes to the community, while offering an inclusive, flexible work environment. We’re big enough to make an impact; but agile enough to influence and do interesting work.

We are committed to diversity and inclusion and support candidate requests for adjustments to enable everyone to equitably participate in our selection process.