- Lead complex fraud and scam investigations to protect customers and the bank #LI-DNI
- Make critical case decisions while ensuring compliance with policy and regulatory requirements
- Deliver exceptional customer outcomes through investigations, remediation and stakeholder engagement
Our people are customer obsessed. They prioritise the needs and satisfaction of the customer above all else. Our mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand.
In the role of an Analyst – Digital Fraud & Scams, you will join our Digital Fraud and Scams team that’s doubling down on owning it and moving with speed.
Each day, you’ll go above and beyond to ensure:
- Manage Fraud & Scam events across all service portfolios within Fraud Operations.
- Perform case management functions across digital fraud, including remediation actions, liability assessments and complaint reviews. This may require internal stakeholder management, and engagement across services.
- Preparing detailed case management reviews which potentially have an impact on costs or revenue. All actions and decisions are made in accordance with internal/external policy and regulations.
- Facilitate the provision of an efficient and high‑quality service to internal and external customers and conduct in‑depth fraud and scam investigations.
- Maintain awareness and comply with all aspects of policy, procedure, and statutory requirement, to maximise efficiency and minimise risk to the Group and its employees.
- Be responsible for decision making with service portfolios to ensure alignment of actions and decisions with internal framework and policy as well as ensure alignment with external regulations and code.
Be responsible for decision making with service leads to assist with uplift of standards, policies, strategies, and best practices as identified through quality control reviews and checks.
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We’re looking for the best and brightest to deliver the best for our customers. You’ll need:
- Good to have Tertiary Degree qualifications.
- Strong customer experience background preferably in a contact centre but open to face‑to‑face customer experience such as retail and other similar positions.
- Results focused and Customer‑driven commercial approach to business.
- Entrepreneurial, ‘thinks outside the square’ yet practical in approach.
- 2–3 years proven and successful service delivery experience in a similar environment or anti‑crime industry.
- Excellent verbal and written communication skills.
Include below on Internal Job Ad:
We respectfully ask candidates to hold any questions for the phone interview, where we’ll discuss the role in detail and answer any questions. This helps to ensure a focussed, efficient and fair application process. The talent acquisition team looks forward to addressing all inquiries at that time if your application progresses.
A diverse and inclusive workplace works better for everyone
We know that our people make us who we are. That’s why we have built a culture of equity and respect - where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs), we continue to foster an inclusive environment, where all NAB colleagues’ unique backgrounds and identities are understood, respected and celebrated. We are committed to providing an environment where you can work your way.
For details on the recruitment process, and accessibility, or alternate methods to apply for this role, please visit https://www.nab.com.au/about-us/careers/apply-for-job. To discuss adjustment requirements, please contact the NAB Careers team via [email protected] (please reference job number) or visit our Careers page through the link above for other contact options.
Build your career with NAB
At NAB, we encourage our colleagues to invest in their skills, experiences and careers. To put your best application forward, we recommend firstly reviewing the job advertisement and the Role Purpose Statement (also known as the position description – this is linked to the job advert). This will give you a clear idea of what the role entails. If the opportunity excites you and aligns with your career aspirations, you should seek your People Leader’s endorsement and apply.
Note: all NAB colleagues are encouraged to have a minimum of 18 months tenure in their current role.
Looking for career advice?
We’re excited about your interest in this opportunity! For personalised career advice and to discuss your growth within NAB, please speak with your People Leader. They know your journey best and can offer the most relevant support and guidance. Additionally, please visit CareerU or Careers at NAB for useful tips and tools. Our Talent Acquisition Consultants are dedicated to the hiring process and will not have the full picture of your career path.
We wish you the best of luck with your application! Application updates will be shared with you from PageUp (our recruitment system). We recommend you filter our current opportunities to your preferred location before applying. If you require any adjustments to the recruitment process or the role, please let the Talent Acquisition Consultant know.
Include below on external ad
A diverse and inclusive workplace works better for everyone
We know that our people make us who we are. That’s why we have built a culture of equity and respect - where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs), we continue to foster an inclusive environment, where all NAB colleagues’ unique backgrounds and identities are understood, respected and celebrated. We are committed to providing an environment where you can work your way.
For details on the recruitment process, and accessibility, or alternate methods to apply for this role, please visit https://www.nab.com.au/about-us/careers/apply-for-job. To discuss adjustment requirements, please contact the NAB Careers team via [email protected] (please reference job number) or visit our Careers page through the link above for other contact options.
Join NAB
If you think this role is the right fit for you, we would love to hear from you. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert. Unsolicited CVs from agencies will not be accepted.
