Fraud & Scams First Responder - NZ

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 an NZ First Responder you will be part of the First Responders Team which is the first point of contact for ANZ customers experiencing fraud, scams, or Visa card disputes. You will provide timely support to customers at moments of high stress, ensuring their concerns are acknowledged, actioned, and resolved with care. As a First Responder you will be responsible for identifying and escalating fraudulent activity, guiding customers through dispute processes, and protecting customer trust in ANZ. By acting quickly and accurately, the role ensures customers feel supported and safeguarded while enabling ANZ to minimise risk and financial impact. 

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 Type: Permanent, Full-time
Role Location: 30F, MDC 100 Building, E. Rodriguez Jr. Avenue, Corner Eastwood Avenue, Brgy. Bagumbayan, Libis,Quezon City
Shift Schedule: 24x7 Operations. Must be open to shifting schedules.
Work Setup: 50/50 Hybrid (Onsite for the first 3 months during training)
Campaign Type: Inbound Voice

What will your day look like?

As an NZ First Responder your accountabilities will include:

• Act as the first point of contact for all fraud, scam, and Visa card dispute enquiries.
• Provide a superior level of service by listening to customer concerns, showing empathy, and delivering clear, accurate, and timely information.
• Resolve disputes and fraud/scam referrals effectively, aiming to provide first-time resolution wherever possible.
• Follow up with customers when required to ensure their needs are met and they feel supported throughout the process.
• Discuss ANZ’s decisions, policies, and actions in a way that helps customers understand outcomes and maintains their confidence in the bank.
• Actively monitor ANZ’s customer protection and workflow tools, taking proactive steps to mitigate risk to both customers and the bank.
• Ensure all actions protect against financial or reputational loss for customers and ANZ.
• Identify gaps, issues, or unusual patterns and escalate appropriately with recommendations.

What will you bring?

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

• Experience in customer servicing, dispute resolution, fraud investigations, or banking operations with a strong understanding of risk and compliance requirements.
• Strong probing, active listening, and investigative skills with the ability to ask targeted questions, gather critical information, and identify the root cause of customer concerns.
• Demonstrated ability to assess customer situations, analyze available information, and make sound decisions while balancing customer experience, risk, and compliance requirements.
• Excellent communication skills with the ability to adapt questioning techniques, build rapport with customers, and clearly explain outcomes, next steps, and solutions.
• Proven ability to navigate multiple systems simultaneously, manage competing priorities, and adapt to a fast-paced operational environment while meeting quality and productivity expectations.

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 Manilla play a critical role in executing our strategy and deliver 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 123176.

Job Posting End Date

12/10/2026, 11.59pm, (Melbourne Australia)