About the role
As a Fraud Control Officer, you’ll be at the forefront of our efforts to detect, investigate, and recover fraudulent and scam transactions. Working closely with fraud reports from our Fraud Bureau, you will safeguard our customers and financial institution by identifying fraudulent and scam activity, recovering lost funds, and managing fraud/ scam investigations. This includes monitoring online payments, handling card and digital fraud, and conducting a variety of investigations into fraud and scam matters.
You’ll play a critical role in both fraud and scam detection and prevention, ensuring compliance with security regulations and working to continuously enhance our fraud management processes.
Key Responsibilities
In this role, you will:
- Customer Support: Respond to inbound calls from customers about suspected fraud or scams with empathy and professionalism, ensuring their concerns are addressed promptly.
- Case Management: Conduct in-depth investigations of fraud / scamcases by gathering evidence, documenting findings, and coordinating with internal and external stakeholders to resolve issues.
- Fraud Detection: Identify fraudulent / scam patterns and assist in early detection to minimise financial risks for the company and our clients.
- Compliance & Process Adherence: Follow established fraud prevention protocols and ensure compliance with all regulatory and security guidelines.
- Effective Communication: Keep customers informed throughout the investigation process, providing updates and ensuring a positive experience.
- Workload Management: Efficiently manage varying caseloads and service-level agreements (SLAs) across fraud/ scam investigation activities.
- Continuous Improvement: Suggest and implement improvements to fraud and scam detection and prevention processes to increase efficiency and effectiveness.
About you
- Experience in banking or financial services (preferred).
- Previous experience in financial crime or fraud investigations.
- Strong customer service skills, including call handling.
- Analytical and investigative mindset with keen attention to detail.
- Critical thinking with the ability to assess information and make informed decisions.
- Ability to manage your own workload with minimal supervision.
- Excellent verbal, written, and interpersonal communication skills.
- Proficient in using multiple systems and databases.
Why Join Us?
- Flexible Work Schedule: Shift pattern from Monday to Saturday between 8:00am – 6:00pm AEST, offering some flexibility.
- Hybrid Work Environment: Enjoy a mix of remote and in-office work.
- Diverse Challenges: No two cases are the same, ensuring a dynamic and engaging workday.
- Supportive Culture: Work in a team that values collaboration, guidance, and support.
About us:
Teachers Mutual Bank Limited is one of the largest mutual banks in Australia. We are a globally-recognised ethical company with profit-for-purpose as the business model and philosophy. At our Bank, social responsibility is built-in, not bolted on and drives our business practices, people, and products.
We are proud to serve some of Australia’s essential workers in education, emergency services and healthcare. We believe they deserve a bank that does well for their community.
We have been named one of the World’s Most Ethical Companies for ten years in a row and are a Certified B Corp Bank. Our employees embrace our organisation’s values of passion, advocacy and sustainability, and contribute to a diverse and inclusive workplace culture founded on mutual respect, equality and a focus on striving to deliver exceptional member service.
We work under a hybrid-working model to provide flexibility in the workplace. For more information about working conditions as well as our employee value proposition, please visit the careers page on our website at www.tmbank.com.au or find us on LinkedIn!
How to apply
Please click the APPLY button and follow the prompts.
Teachers Mutual Bank Ltd may conduct a background or reference check (or both) as part of the recruitment process. By applying you agree to cooperate fully in those procedures and understand that an offer is subject to the satisfactory outcome of those checks, at the discretion of Teachers Mutual Bank Ltd.