Fraud Associate

Worker Type:

Here at BNZ, it's about more than just banking. We work together in an agile, energising environment to create innovative solutions through our promise "If you can imagine a better future, let's find a way."

We support wellbeing, flexible working and have a generous leave offering. There is the opportunity for growth, learning and career development. No two days are the same.

Fraud Operations safeguards the Bank and customers from fraud and scams. This involves the analysis and identification, triaging and investigations of fraud and scam events. Additionally, we have a strong focus on supporting our customers through the aftermath of a fraud or scam event.

Mō te Tūranga | About the Role

The hours for this position are 3pm to 11pm, one Tuesday to Saturday shift and one Sunday to Thursday shift.

You will need to be available for the first two weeks Monday to Friday 8:30am to 4:30pm for training.

The roles can be based in Auckland or Wellington. They are hybrid, with thee days in the office and two where you can work flexibly.

We sat down with the People Leader (who you would report to) and they told us the following about the role:

What are 5 day-to-day tasks the person in this role will complete?

• Handle afterhours inbound customer queries requiring urgent action, including disputed transactions, securing customer cards / accounts and triaging fraud and scam events with victims.
• Complete various operational tasks related to combatting fraud and scams and enhancing customer experience.
• Action on non-complex fraud cases.
• Manage aftercare for customers who have experienced a fraud or scam event.
• Maintain effective relationships with internal and external stakeholders, modelling organization values and behaviours (our Mātāpono).

What is the team culture and environment like?

We are a supportive tīma of talented individuals where everyone is willing to pitch in and help to meet the ever-changing environment in which we mahi.
There is a lot of experience in the tīma, with people willing to pass on their insights and experience. It is collaborative, fast paced and challenging.

What is your management style?

I believe in trust and autonomy and promoting a team culture in which we all work together to achieve our goals.

What is the most exciting thing about this opportunity?

Everything we do has the potential to positively impact our customers. Getting the opportunity to adapt & learn from everything you do! We have some great talent in the tīma who love to share, teach and tautoko (support).

What is the most challenging thing about this opportunity?

Supporting customers through the aftermath of fraud and scam events.

What do we want you to know before you apply?

We would like the candidate to be eager to learn and grow. Previous experience in a customer service role combined with banking experience will be beneficial.

The hours for this position are 3pm to 11pm. We have one Tuesday to Saturday shift and one Sunday to Thursday shift available.

You will need to be available for the first two weeks Monday to Friday 8:30am to 4:30pm for training.

What attributes will this person display in order to be successful in this role?

Critical thinker, strong attention to detail, the ability to communicate with a wide range of people and have challenging conversations. We want a great tīma player who has excellent time management.

PLEASE NOTE: For internal reference, this role is Grade L.

Applications close at 11:59pm, Tuesday 24 June.

The team will not be reviewing applications until after 24 June.

Nau Mai ki te Pēke o Aotearoa | Come to the Bank of New Zealand

This is an exciting opportunity to join us!  We're bold thinkers who are taking brave steps to create a company that people want to work for, and customers want to bank with. If you're ready to join a fun organisation where we are proud of our culture and how we are helping New Zealander's to 'Find their way', then show your interest by submitting your application - we can't wait to read it. 

Ehara taku toa i te toa takitahi, engari he toa takitini" - Success is not the work of an individual, but the work of many.”