Fraud and Scams First Responder

About the role

As a Fraud and Scams First Responder in ANZ’s Customer Protection Team, you will be the front‑line defender against fraudulent and scam activities. You will engage directly with customers, resolve issues on first contact and help safeguard both the bank and its clients.

Key responsibilities

• Monitor ANZ fraud detection tools and take immediate actions to mitigate risks.
• Conduct inbound voice interactions with customers to investigate and resolve suspected fraud or scam cases.
• Follow escalation processes and ensure compliance with internal policies and regulatory requirements.
• Provide high‑quality customer service, aiming for first‑contact resolution.
• Contribute to loss recovery and continuous improvement of fraud mitigation strategies.

Required profile

• Strong negotiation and communication skills for discussing bank decisions with customers.
• Excellent attention to detail and investigative mindset.
• Effective listening and problem‑solving abilities.
• Willingness to work rotating shifts in a 24 × 7 environment.
• Experience with fraud monitoring techniques is a plus.

Required skills

• None explicitly listed.

What we offer

• On‑site work at MDC 100 Building, Eastwood City, Quezon City.
• Shuttle services from Marikina, Cubao and Makati.
• Opportunities to develop expertise in fraud detection within a major banking group.