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 and Scams First Responder within the Customer Protection Team, you will play a key role in the Bank’s first line of defense against dynamic fraud and scam events. You will engage in in-depth and holistic conversations with our customers, ensuring first-contact resolution and an enhanced customer experience.

You will actively and regularly monitor the Bank’s fraud detection tools and take appropriate actions to mitigate risks to both the Bank and its customers. Our vision is to establish a multi-channel presence, ensuring customers have easy access to reach us—while being available to support them at any time, through their preferred channel.

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 Location: MDC 100 Building, Eastwood City, Libis, Quezon City, Philippines
Shuttle Services: Provided for staff with pick-up points in Marikina, Cubao, and Makati
Shift Schedule: 24x7 operations; candidates must be open to shifting schedules
Role Alignment: Inbound Voice Campaign

What will your day look like?

In addition, the Fraud and Scams First Responders Team will:

• Serve as the first line of defense in detecting fraudulent and suspicious activities, adhering to escalation processes to mitigate risks and ensure compliance with internal policies, frameworks, and banking obligations.
• Deliver a superior level of customer service by interacting directly with customers to achieve the best possible outcomes.
• Ensure all services provided comply with ANZ Group’s strategy, policies, processes, and standards, as well as with external regulatory requirements.
• Contribute to improving fraud and scam loss recovery and mitigation efforts for both our customers and ANZ.

What will you bring?

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

• Strong negotiation skills – the role often requires discussing the Bank’s decisions, policies, and actions with customers.
• Experience in fraud monitoring techniques is a plus.
• Excellent attention to detail.
• Effective communication and listening skills (both verbal and written), with the ability to engage and manage conversations.
• Strong investigative and problem-solving abilities.
• Ability to handle and manage difficult situations professionally.
• Analytical thinking and data interpretation skills to generate insights and resolve issues.
• Flexibility to operate across a multi-channel contact strategy.
• A positive attitude and a willingness to contribute to a high-performing fraud team environment.

For external applicants, the following will be an advantage:

• Experience working in a contact centre environment.
• Experience handling inbound and outbound calls, and managing cases effectively within the fraud space.

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?

ANZ provides banking and financial services and operates across more than 30 markets. We are among the top 4 banks in Australia, the largest banking group in New Zealand and Pacific, and among the top 50 banks in the world. With more than 2,000 people, our team in Manila plays a critical role in executing our strategy and delivering what matters most to our customers and the bank. We continue to grow our professional services capabilities to support our customers around the world.  Our expertise and services make us a bank, and our people, purpose, and culture makes us ANZ. We're proud of the inclusive culture we're renowned for where 90 percent of our people feel they belong. 

We provide our people with a range of benefits including access to health and wellbeing services.  We also have flexible working options so that our people can 'make work, work for them'.

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, let us know how we can provide you with additional support.

To find out more about working at ANZ visit  https://www.anz.com/careers/. You can apply for this role by visiting ANZ Careers and searching for reference number 105892.

Job Posting End Date

25/11/2025 , 11.59pm, (Melbourne Australia)