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 Scam Assist Officer, you will play a critical frontline role in protecting ANZ’s customers from the growing threat of scams. You will be responsible for the end-to-end investigation and case management of scam-related incidents across all channels within the Customer Protection portfolio. This is a dual role which involves spending time managing cases and servicing the Scam Assist inbound line.

Banking is changing and we’re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you’ll be building your future, while helping to build ours.

Role Type: Permanent (multiple positions available)
Role Location: Melbourne
Work Hours: Full-time

What will your day look like?

Your day will involve:

• Managing scam cases with a strong focus on identifying and supporting vulnerable customers, including those experiencing hardship or emotional distress.
• Delivering empathetic, clear, and confident communication during difficult conversations with customers who have fallen victim to scams, while guiding them through next steps in the process.
• Conducting thorough investigations to assess the nature and scope of scam events, ensuring all findings are well-documented and aligned with regulatory and internal quality standards.
• Utilising dedicated time periods to work on scam cases and to service the inbound line.
• Collaborating with internal teams and external partners to recover funds where possible, while ensuring timely and accurate processing of potential reimbursements.
• Maintaining high-quality end-to-end casework, ensuring all actions are completed within agreed SLAs and that each case reflects a high standard of care, accuracy, and professionalism.

What will you bring?

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

• A genuine commitment to customer care, with the ability to identify and respond sensitively to signs of vulnerability and distress.
• Exceptional written and verbal communication skills, with the ability to explain complex issues clearly and compassionately.
• Strong case management and investigative skills, with a keen eye for detail and a methodical approach to problem-solving.
• Inbound call experience and the ability to speak to customers with empathy and care.
• The ability to navigate high volumes of cases while maintaining quality and meeting deadlines.
• Confidence in working with internal stakeholders and external partners, building strong relationships to support case resolution.
• A flexible mindset, with the ability to adapt to evolving scam trends and emerging threats.
• Proficiency in ANZ systems such as Banker Desktop, CTM, Maude, and Vision.

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?

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're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.

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 98097 .
 

Job Posting End Date

26/06/2025 , 11.59pm, (Melbourne Australia)