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Fraud Assist Analyst

Multiple Fraud Assist Analyst roles on 12-month Fixed Term Contracts

Your new company


Hays is proud to be partnering with NAB to recruit multiple Fraud Assist Analysts in their vibrant Docklands office at 700 Bourke Street. Joining on a 12-month Fixed Term Contract with a view to permanency, you’ll be joining over 38,000 colleagues globally in their mission to make a genuine difference in a values-driven organisation which knows life is about More Than Money. Working in the Fraud Operations division, you’ll be part of NAB’s only customer facing Fraud function, on the front lines combating scams and fraudulent cases across Australia.


Your new role

Fraud Assist Analysts at NAB gain extensive exposure to a variety of fraud prevention strategies, proactively managing risk, policy and compliance requirements as the first point of contact (phone and chat) for individual customers, businesses and colleagues across the bank.
Joining one of two Fraud Assist teams, you will have the opportunity to address a variety of fraud related enquiries, ranging from suspicious credit card transactions to romance and investment scams.

Day to day, you will be responsible for:

  • Fraud related enquiries via calls and/or chats from customers and NAB Staff, with typical volumes of around 40–60 enquiries per day.
  • Assessing data and information provided to determine if fraud is likely occurring and what steps need to be taken next
  • Recovering losses, working with other banks to help protect consumers and businesses
  • Identifying new fraud trends and taking action to keep customers safe
  • Outbound calls to notify the customer that their account was compromised and providing solutions
  • Educating victims of fraud on ways to protect their accounts and information


What you'll need to succeed

NAB is open to a variety of backgrounds and qualifications – candidates with experience including banking, contact centres, direct servicing, retail and hospitality industries have proven successful in the past. However, all successful applications will have evidence demonstrating the following attributes:
  • A passion for Customer Service in a high-volume environment
  • Empathy – Putting yourself in the customer’s shoes
  • Resilience – Each situation can be different, and challenging customers are a reality of a role like this. This demanding role is not for everyone, you’ll need grit to succeed.
  • Adaptability – Using up to 11 different NAB systems in a day, you’ll need to roll with the punches and juggle multiple priorities and processes in unique circumstances.
  • Curiosity – The obvious solution might not be the best one for your customers. Making sure you question effectively to understand the context around their problems.
  • Sense of Urgency – Resolve calls as quickly as possible. Average Handling Time is a central metric in this environment.
  • Effective verbal and written communication skills to advise accurately.
  • Maturity of Mind – it’s not about age, it’s about how you think about problems and relate to others. A broad range of life experiences will be beneficial.
  • Demonstrated experience dealing with fraud or related activity is beneficial but not required – NAB’s training can teach you all you’ll need to know.
  • This role is only open to Australian Citizens or Permanent Residents due to regulatory requirements.

What you'll get in return

This is a 12-month Fixed Term Contract with opportunities for development, progression and permanency with a salary package of $89,000 including 11.5% superannuation.
Benefits include:
  • Discounts and benefits on Health Insurance, Superannuation and Banking and Financial Services products
  • Staff club discounts including on gift cards, home computer purchases and sporting tickets
  • Health and wellbeing initiatives to support both physical and mental health
  • Holistic parental support and payments
You’ll also get 2–3 weeks of facilitated online training and 2–3 weeks of on-ground training, dedicated Subject-Matter Expert support, and the opportunity to work hybrid 3 days from home after training.

Click 'Apply Now' to get involved!





LHS 297508

Summary

Job Type
Permanent
Industry
Banking & Financial Services
Location
VIC - Melbourne CBD
Specialism
Banking
Pay
$89,000 inclusive of superannuation
Ref:
2879695

Talk to a consultant

Talk to Vivek Godinho, the specialist consultant managing this position, located in Melbourne
Level 21, 360 Collins Street,

Telephone: 96049564