First Responder – Fraud & Visa Dispute Specialist

About the role

The First Responder joins ANZ’s dedicated team that serves as the initial point of contact for customers facing fraud, scams, or Visa card disputes. You will provide calm, empathetic assistance during high‑stress moments, ensuring concerns are acknowledged, acted upon, and resolved promptly.

Key responsibilities

• Receive inbound voice enquiries related to fraud, scams, and Visa card disputes.
• Listen actively, demonstrate empathy, and deliver clear, accurate information.
• Resolve issues on first contact whenever possible and follow up as needed.
• Explain ANZ policies and decisions to maintain customer confidence.
• Monitor and use ANZ’s protection and workflow tools to mitigate risk.
• Identify unusual patterns, gaps, or issues and escalate with recommendations.

Required profile

• Strong customer‑service orientation with experience in dispute resolution or fraud handling.
• Ability to work under pressure and maintain composure.
• Excellent communication skills and attention to detail.

Required skills

What we offer

• Permanent, full‑time position with 24 × 7 shift flexibility.
• Hybrid work model (50% onsite, 50% remote) after an initial three‑month training period.
• Opportunities for growth within a dynamic banking environment.