Fraud Analyst

JobSpace; Wellington; On-site; NZD 60,000 - 85,000; Full time

Benefits offered by this job

Wellbeing support

Flexible working

Generous leave

Career development

Job summary

BNZ in Wellington seeks a Fraud Operations Analyst for a 10pm–8am shift, Thursday to Sunday. The role focuses on analyzing payment activity to detect fraud, triaging events, and supporting customers with empathy during fraud incidents.

You will work as a subject-matter expert, stay updated on trends, and help drive process improvements and new projects within a collaborative team. Banking experience and analytical thinking are beneficial.

Qualifications

• Experience in customer service, preferably in banking.
• Analytical thinker with attention to detail.
• Strong communication skills and empathy.

Responsibilities

• Analyse transactional activity across payment streams to prevent and detect fraud typologies.
• Triage fraud events and assist in recovering losses promptly.
• Support customers through fraud events and advise on follow-up steps with empathy.
• Be a fraud subject-matter expert to help colleagues discuss cases confidently.
• Stay updated on fraud trends to help BNZ adapt to the payments landscape.
• Drive process improvements and contribute to new projects.

Job description

Jora New Zealand will close on 16th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Here at BNZ, it's about more than just banking. We work together in an agile, energising environment to create innovative solutions through our promise "If you can imagine a better future, let's find a way."

We support wellbeing, flexible working and have a generous leave offering. There is the opportunity for growth, learning and career development. No two days are the same.

Fraud Operations safeguards the Bank and customers from fraud and scams. This involves the analysis and identification, triaging and investigations of fraud and scam events. Additionally, we have a strong focus on supporting our customers through the aftermath of a fraud or scam event.

This is a Wellington based role with the hours of Thursday – Sunday, 10pm – 8am.

About the Role

We sat down with one of our Tīma (Team) Leader's (who you'd report to), and they let us know the following about the role:

What are the day-to-day tasks the person will complete?

• Analyse transactional activity across different payment streams to prevent and detect activity that fits varying fraud typologies.
• Triage fraud and scam events and assist in the recovery of financial losses in a timely manner.
• Support customers through fraud and scam events and provide advice on follow up steps, demonstrating empathy and exceptional customer service.
• Work as a subject matter expert in fraud and scams to assist colleagues in having robust and confident discussions with customers.
• Keep yourself updated on the latest fraud and trends in a way that allows BNZ to adapt to an evolving payments landscape.
• Drive process improvements and contribute positively to the implementation of new projects.

What are the hours of mahi?

• Hours of work will be 10pm - 8am, Thursday - Sunday
• Training will be four weeks, same or similar hours to the above
• As we are a 24/7 operation there is a requirement to mahi some public holidays.

What is the tīma culture and environment like?

We are a tīma of talented individuals where everyone is willing to pitch in and help out to meet the ever-changing environment in which we mahi. The tīma is very supportive, people go out of their way to help each other out. There is a lot of experience in the tīma, with people willing to pass on their insights and experience. It is collaborative, fast-paced and challenging.

What is your management style?

I believe in trust and autonomy and promoting a team culture in which we all work together to achieve our goals.

What is the most exciting thing about this opportunity?

Everything we do has the potential to positively impact our customers. Getting the opportunity to adapt & learn from everything you do! We have some great talent in the tīma who love to share, teach and tautoko.

What is the most challenging thing about this opportunity?

Supporting customers through the aftermath of fraud and scam events.

What do we want you to know before you apply?

We would like the candidate to be eager to learn and grow. Previous experience in a customer service role combined with banking experience will be beneficial.

What attributes will this person display in order to be successful in this role?

Critical thinker, analytical skills, strong attention to detail, the ability to communicate with a wide range of people and have challenging conversations. We want a great tīma player who has excellent time management.

Closing Date: 15 September 2026

Applications will be reviewed regularly across the advertising period, but we do reserve the right to close applications early.