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

A KYC/ First Responder/ Disputes Officer is the first point of call for customers during a Fraud, Scam or Dispute event and is responsible for initiating steps to prevent monetary loss to customers and ANZ. 

In addition, the Know Your Customer (KYC) Specialist will support all operational activities undertaken for AML/CTF which the team performs for Australia Division KYC.

These activities include, but are not limited to, ensuring new to bank complex entities are on boarded to ANZ in line with requirements of ACIP, remediation of existing customer profiles (data and KYC), removal of KYC restraints from accounts and Iknow/KYC Maintenance. 

The role may also be required to provide support to OCDD for simple and complex (individual and Non-Individual) customers which can involve KYC investigations and customer contact, via phone (inbound and outbound) consistently meeting the expected GOS standards

This role’s purpose is to provide 24/07 support to Australian customers via channels such as Voice & MessageUs to fulfill our obligations to customers in responding, detecting, and preventing Fraud, Scams & Disputes.

Role Type: Permanent
Role Location: Bangalore
Work Hours: Should be flexible with night shifts and on weekends 

What will your day look like?

• Supporting customers in raising disputes related to financial transactions, including credit/debit card charges, & digital payments via appropriate channels undertaken within schemes rules and e-Payments Code timeframes.

• Responding to customer-initiated alerts of banking fraud and scam events raised through inbound voice or MessageUs channels, evaluating to determine appropriate next steps and gathering all required information for specialist team investigations.

• Responding to inquiries and providing accurate information regarding fraud and scam trends.

• Take ownership of customer problems and issues to create a positive experience for all customers

• Show sense of urgency and awareness to customer, stakeholder and team’s needs

• Identify improvements in practices and procedures on an ongoing basis with the view to creating an environment of constant improvement

• Work with other areas of the team to ensure that processes are consistent with their requirements and contribute to overall process efficiency

• Follow all policies and procedures in line with AML/CTF regulations

• Perform Domestic customer onboarding for Australia customers covering standard 9 entity types

• Perform simple KYC Maintenance - Uplift, status checks, linkage, reverification, address or name change for Australia Retail & Commercial customers.

What will you bring?

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

• Ability to converse and communicate clearly with customers through competent verbal communication and accurate written language.

• At least 3- 7 years of experience in international inbound process is mandatory (Preferably in banking operations)

• Should be flexible with night shifts also

• Should be flexible working on weekends (There will be 2 weekly off accordingly)

• A genuine interest and ability to adapt to fast changing fraud and scam trends.

• Ability to build relationships and rapport with customers using empathy to understand and communicate effectively.

• Delivering first call resolutions by creating shared clarity regarding next steps and managing difficult conversations.

• Excellent analytical and problem-solving skills when investigating and evaluating Fraud, Scam & Dispute events to determine the appropriate next steps.

• Demonstrated strong customer focus to ensure enquiries are handled correctly and promptly, the first time.

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.

Job Posting End Date

11/05/2025 , 11.59pm, (Melbourne Australia)