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24 ANZ Banking Group Jobs

Senior Customer Service Operations Officer

4-6 years

Bangalore / Bengaluru

1 vacancy

Senior Customer Service Operations Officer

ANZ Banking Group

posted 8d ago

Job Description

About Us

At ANZ, were 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

A First Responder Officer is the first point of call for customers during a Fraud, Scam or Dispute event and is responsible for initiating steps to prevent monetary loss to customers and ANZ.

This role s purpose is to provide 24/07 support to Australian customers via channels such as Voice & MessageUs to fulfill our obligations to customers in responding, detecting, and preventing Fraud, Scams & Disputes.

Role Type: Permanent
Role Location: Bangalore
Work Hours: Should be flexible with night shifts and on weekends

What will your day look like

As a Fraud and Scams First Responders Officer you will:

  • Supporting customers in raising disputes related to financial transactions, including credit/debit card charges, & digital payments via appropriate channels undertaken within schemes rules and e-Payments Code timeframes.

  • Responding to customer-initiated alerts of banking fraud and scam events raised through inbound voice or MessageUs channels, evaluating to determine appropriate next steps and gathering all required information for specialist team investigations.

  • Responding to inquiries and providing accurate information regarding fraud and scam trends.

  • Maintaining a thorough understanding of bank policies and procedures as well as industry regulations and developments to ensure that fraud detection and prevention processes are effective and compliant to banking obligations.

  • Communicating effectively with customers to provide updates on their service requests and resolving any remaining concerns though verbal conversation whilst on inbound voice and written correspondence whilst on MessageUs.

What will you bring


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

  • Ability to converse and communicate clearly with customers through competent verbal communication and accurate written language.

  • At least 4- 6 years of experience in international voice process is mandatory (Preferably in banking operations)

  • Should be flexible with night shifts also

  • Should be flexible working on weekends (There will be 2 weekly off accordingly)

  • A genuine interest and ability to adapt to fast changing fraud and scam trends.

  • Ability to build relationships and rapport with customers using empathy to understand and communicate effectively.

  • Delivering first call resolutions by creating shared clarity regarding next steps and managing difficult conversations.

  • Excellent analytical and problem-solving skills when investigating and evaluating Fraud, Scam & Dispute events to determine the appropriate next steps.

  • Demonstrated strong customer focus to ensure enquiries are handled correctly and promptly, the first time.

So why join us

ANZ is a place where big things happen as we work together to provide banking and financial services across more than 30 markets. With more than 7,500 people, our Bengaluru team is the banks largest technology, data and operations centre outside Australia. In operation for over 33 years, the centre is critical in delivering the banks strategy and making an impact for our millions of customers around the world. Our Bengaluru team not only drives the transformation initiatives of the bank, it also drives a culture that makes ANZ a great place to be. Were proud that people feel they can be themselves at ANZ and 90 percent of our people feel they belong.

We know our people need different things to be great in their role, so we offer a range of flexible working options, including hybrid work (where the role allows it). Our people also enjoy a range of benefits including access to health and wellbeing services.

We want to continue building a diverse workplace and welcome applications from everyone. Please 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 or access requirements, 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 [[83454]].

Job Posting End Date

15/12/2024 , 11.59pm, (Melbourne Australia)


Employment Type: Full Time, Permanent

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What people at ANZ Banking Group are saying

What ANZ Banking Group employees are saying about work life

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64%
92%
75%
92%
Flexible timing
Monday to Friday
No travel
Day Shift
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ANZ Banking Group Benefits

Free Transport
Cafeteria
Health Insurance
Team Outings
Work From Home
Soft Skill Training +6 more
View more benefits

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