Senior Customer Fraud & Scam Protection Investigator
Senior Customer Fraud & Scam Protection Investigator
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Job Description
Join theCustomer Fraud & Scam Protection team which delivers leading financial crime operational services protecting the bank our customers and the communities we serve.
You will be accountable for managing our Quality Control (QC) Framework delivering staff training supporting team queries and escalations and creating maintaining and ensuring consistent application of processes and procedures. This hands-on role requires a proactive leader who is deeply engaged in day to day fraud operations while enhancing team capability and performance.
As a Senior Customer Fraud Protection Investigator youll make an impact by:
- Conduct high level fraud and scam investigations across various channels
- Support the leadership team in driving team performance compliance and service standards
- Manage the Quality Control framework and complete regular QC assessments
- Lead induction training for new staff and coordinate ongoing training and capability development for the broader team
- Provide expert guidance to team members on fraud related queries and escalations
- Maintain and manage fraud related policies processes and procedural documentation
- Identify process improvement opportunities and assist in implementing changes to enhance customer outcomes
- Contribute to operational strategy and risk mitigation initiatives
- Stay abreast of emerging scam tactics and recommend proactive response strategies
- Actively participate in case work alongside the team to maintain expert level operational capability
- Maintain stakeholder relationships with law enforcement customers stakeholders technology and other key business units
Position description: Senior Fraud Protection & Scam Investigator Position
This is a 12 month seconded full-time positionwhich can be based in our Bendigo and Melbourne corporate office. A full time 76 hours a fortnight role.
We offer flexible work options that put our people first and a hybrid model of minimum three days per week (60%) in the office.
What youll bring to the role
To succeed in this role wed love you to have:
- 2 years of experience in financial crime fraud investigations or related roles in banking or law enforcement
- Proven experience with fraud detection systems and case management platforms
- Strong understanding of fraud trends regulatory obligations (AML/CTF Privacy Act) and risk management principles
- Demonstrated experience in quality control coaching and operational training
- Good communication leadership and stakeholder engagement skills
- Highly motivated proactive and capable of influencing positive outcomes across teams
- Ability to work autonomously and manage competing priorities in a fast-paced environment
Internal Applications
Please note all internal candidates are required to notify their immediate leader when applying for a new career opportunity and you will be asked to acknowledge they have done so upon submission of your application.
For more information check out the Application Process for Internal Candidatespage.
We believe a diverse workforce supported by an inclusive culture is central to our success and we actively encourage applications from those who bring diversity of thought to our business. We support candidate requests for adjustment to accommodate an illness injury or disability to equitably participate in the selection process.
Applications close COB Monday August 25 2025
Required Experience:
Senior IC
Employment Type
Full-Time
