Quezon City NZ Fraud Detection Officer

About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role

As a Fraud Detection Officer, you will play a critical role in protecting ANZ and its customers from fraud-related losses through the timely detection, investigation, and resolution of suspicious activity. Working within a 24/7 fraud operations environment, you will actively monitor fraud alerts, assess potentially fraudulent transactions, and take appropriate action to minimize risk while delivering a positive customer experience.

You will act as a first point of contact for customers experiencing fraud-related events, managing both inbound customer interactions and fraud investigations. The role requires strong analytical thinking, sound decision-making, and the ability to balance multiple priorities in a fast-paced environment.

By applying fraud detection processes, adhering to regulatory and operational requirements, and collaborating with internal stakeholders, you will contribute to the effectiveness of ANZ's fraud prevention framework while helping protect customers and maintain trust in the bank's services.

Role Location: 

MDC 100 Building, Eastwood City, Libis, Quezon City, Philippines Shuttle Services provided for staff with pick up points in Cubao & Makati Shift Schedule: 24x7 Operations, must be open to rotating & shifting schedules. 50/50 Hybrid Work Set-up.

What will your day look like?

Your key responsibilities will include:

Fraud Monitoring and Investigation

• Monitor and review real-time fraud alerts and detection systems to identify suspicious activity and potential fraud risks.

Fraud Risk Assessment and Decision-Making

• Analyze customer transactions and account information to assess fraud risk and make accurate, risk-based decisions.

Customer and Merchant Support

• Manage inbound customer interactions, including Lost and Stolen Card and First Responder calls, providing timely support and resolution.
• Deliver a high standard of customer service while managing sensitive and potentially challenging conversations.

Case Management and Resolution

• Investigate and manage fraud cases from identification through to resolution.
• Maintain accurate records, documentation, and case notes to support compliance and reporting requirements.

Balancing Operational Priorities

• Effectively manage both live fraud alerts and customer enquiries in a fast-paced operational environment.
• Prioritize workloads to ensure fraud risks are addressed promptly while maintaining customer service standards.

Compliance and Risk Management

• Comply with all regulatory requirements, ANZ policies, operational procedures, and risk frameworks.

Teamwork and Operational Performance

• Contribute to team objectives through productivity, accuracy, collaboration, and continuous improvement.

What will you bring?

To grow and be successful in this role, you will ideally bring the following:

• Strong analytical, investigative, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to make confident decisions in a fast-paced environment.
• High attention to detail and strong risk awareness.
• Ability to handle difficult or sensitive customer situations and conversations professionally.
• Experience in fraud detection, fraud investigations, banking operations, or contact center environments is advantageous.
• Ability to interpret data and information using critical and analytical thinking to come up with useful insights to resolve problems
• Experience handling inbound and outbound customer interactions is beneficial.
• A positive attitude, learning mindset, and willingness to contribute to a high-performing team environment.

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

So why join us? (Global)

From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.

But it's not just our customers who'll feel your impact. you'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.

We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.

At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirement, let us know how we can provide you with additional support.

To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 122563.

Job Posting End Date

04/09/2026, 11.59pm, (Melbourne Australia)