Fraud Operations Officer
Fraud Operations Officer
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Job Description
We have an exciting opportunity for a Fraud Operations Officer to join our dynamic and high profile Fraud Operations team in a permanent role.
As a Fraud Operations Officer youll provide support to internal stakeholders (Contact Centre Card Operations Customer Excellence ORM KYC and Compliance) and external stakeholders (Other Financial Institutions and Law Enforcement) by responding to system generated alerts and escalations. Responses to actual fraud events will need to be executed in a timely manner to ensure that losses for ING are mitigated.
In addition youll identify fraud trends and patterns and make recommendations to enhance INGs fraud controls. This could include suggestions for rule enhancements new controls or the updating of intelligence lists. The Fraud Operations team is responsible for Fraud management across all of INGs retail products and channels which extends to transaction and savings accounts debit and credit cards as well as secured and unsecured lending.
This is a fulltime role (Monday to Friday) and can be based in Sydney or Wyong. For Wyong based candidates there may be occasional travel required to Sydney for any training or events.
What youll do
- Work with fraud managers and other stakeholders to identify new strategies (e.g. rules and controls) to reduce fraud via provision of trend analysis based on daily execution of transaction monitoring.
- Review transactional behaviour in order to determine if further investigation or preventative action is required.
- Liaise with customers other financial institutions and/or law enforcement to aid in determining is a specific event was the result of fraud. Respond to internal and external stakeholders in response to requests that are specific to fraud related matters (e.g. exchange of intelligence with other financial institutions or provision of info to customer excellence and compliance teams).
- Respond to internal and external stakeholders in response to requests that are specific to fraud related matters (e.g. exchange of intelligence with other financial institutions or provision of info to customer excellence and compliance teams).
- Ensure fraud is appropriately escalated for visibility quantification and reporting with appropriate collection of artefacts where required.
- Timely escalation of matters that may carry reputational risk and give rise to serious complaints (e.g. inadequate fraud detection alleged frauds and scams).
What were looking for
- Strong customer service experience preferably in a phone based role within financial services.
- Previous experience handling escalations or challenging customers will be essential.
- Demonstrated experience within a KYC Fraud/AML or similar role will be highly regarded.
- Knowledge of fraud risks impacting the financial services industry and a sound understanding of regulatory requirements will be highly regarded.
- Excellent written and verbal communication skills and the ability to build rapport with different stakeholders.
- Excellent analytical and investigative skills.
About Us
At ING we want to make life simpler and more worthwhile for everyone who banks with us for the people who work with us and the community at large too.
When you come to work at ING youre joining a team where individuality isnt just accepted its encouraged. Weve built a culture thats fun friendly and supportive its the kind of place where you can be yourself and make the most of whatever you have to offer.
We give people the freedom to think differently take ownership of their work and make great things happen. Were here to help you get ahead. And with our global network theres plenty of scope to take your career in new directions perhaps even ones youve never considered.
We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.
Sound like the kind of place youd feel at home Wed love to hear from you.
(One last thing ING operates a direct talent sourcing model. So no agency introductions please.)
Need more
Applications close Tuesday the 13th of May 2025.
Before you apply
Here at ING we consider employee development to be important and encourage existing employees to apply for suitable internal positions. It is expected that any employee applying for a vacant position would have been in their current role for a minimum of twelve (12) months before applying. This may be waived in special circumstances and after consultation with your manager.
Still in two minds
At ING we celebrate diversity and innovation. Research shows that 60% of women and underrepresented groups may hesitate at this stage even after starting their application. Dont miss out on the chance to bring your unique spark to our team hit submit now! Your fresh perspective is what were all about.
#LIDNI
Required Experience:
Unclear Seniority
Employment Type
Full-Time
