Join one of Australia's leading banks in a critical frontline role supporting customers impacted by scams and fraudulent activity. You'll be part of a dedicated 24/7 operations team protecting customers and minimising financial crime losses.

About the role

As a Fraud & Scam Operations Specialist, you'll respond to fraud detection alerts and customer enquiries across multiple banking channels including cards, digital platforms, merchant transactions, and scams. This position combines investigative work with exceptional customer service - helping customers feel supported and protected during a stressful time.

You'll handle both inbound and outbound calls, review transactions flagged by monitoring systems, and liaise with internal teams, merchants, and other financial institutions to manage fraud cases effectively.

Key responsibilities

• Service inbound and outbound calls relating to Card Fraud, Digital Fraud, Merchant Fraud, and Scam activity
• Monitor and action alerts across card, digital, and transaction systems within agreed SLAs
• Create, document, and manage fraud and scam case files
• Process refunds and recover funds where possible
• Liaise with internal stakeholders, merchants, and financial institutions to mitigate fraud losses
• Report fraudulent customers to Equifax and card schemes
• Ensure full compliance with scheme rules, regulations, and bank policies
• Identify process improvements and share fraud trend insights with the business

About you

• Previous fraud or financial crime exposure
• Previous experience in a customer service or operations role (banking or contact centre preferred)
• Knowledge of banking products such as credit/debit cards and transaction accounts
• Excellent communication and empathy skills - able to support customers in distress
• Strong attention to detail and ability to follow procedures accurately
• Comfortable working to KPIs and shift-based rosters
• Happy working weekend shifts
• Proficient computer skills; fraud or financial crime exposure highly desirable

Why you'll love it

• Be part of a high-performing team that makes a real difference to customers
• Develop skills in fraud prevention, case management, and compliance
• Ongoing learning and development opportunities within a major bank
• Supportive, inclusive, and purpose-driven culture

If the above looks of interest please make an application and Manpower will be in contact with you.

Talent Solutions as part of ManpowerGroup is committed to being a Diversity Confident Recruiter and encourages applications from people from a diverse range of backgrounds, including people with a disability. Please indicate your preferred method of communication in your resume and please let us know if you require any reasonable adjustments should you be contacted for an interview.

Aboriginal and Torres Strait Islander people are encouraged to apply.

By submitting your resume and other personal information with this application you are consenting to this information being collected in line with our privacy policy. Follow the link to learn more - www.manpowergroup.com.au/privacy-policy

State: QLD, licensee/s Manpower Services (Australia) Pty Ltd, LHL-02026-D5L4Q. State: QLD, licensee/s Experis Pty Ltd, LHL-02014-Y5F6D. State: SA, licensee/s Manpower Services (Australia) Pty Ltd, LHS 288856