The opportunity
As a Scam Monitoring Officer, you will be responsible for identifying fraud risks or vulnerability's in TPG Telecom’s network, product or service offerings. In collaboration with the Customer Security team you will make recommendations to protect TPG Telecom from potential loss of revenue, negative user experience and brand or reputational damage to control the ongoing risks that Scams present to our customers you will utilise analytical skills, monitoring controls and techniques to protect the integrity of TPG Telecom customers through the identification, prevention, and control of Scam related traffic.
Responsibilities
- Monitor and investigate scam calls, SMS campaigns and suspicious usage activity.
- Identify and block scam communications, including scam traffic, phone numbers and phishing URLs.
- Research, analyse and track emerging fraud and scam methods, identifying patterns and trends to support early detection and prevention.
- Manage scam inbox reports, notifications and escalations, ensuring timely and accurate responses.
- Produce and maintain accurate records, reporting and analysis of scam activity and actions taken.
- Respond to scam notifications from carriers, regulators and industry partners.
- Monitor current and emerging scam trends affecting Australians and support the development of preventative controls and action plans.
- Enhance and optimise scam detection and prevention processes to improve efficiency and effectiveness.
- Support compliance with industry regulations, the Scam Code and internal governance requirements.
- Actively contribute to team activities, training, knowledge sharing and continuous improvement initiatives.
Knowledge and Experience
- Experience in fraud, risk, telecommunications, compliance or a related operational environment.
- Strong analytical, investigative and problem-solving skills.
- Advanced Microsoft Excel skills, with experience analysing and reporting on data.
- SQL experience highly regarded.
- Excellent attention to detail with the ability to identify trends, risks and opportunities.
- Strong written and verbal communication skills, with the ability to clearly communicate findings and insights to stakeholders.
- Ability to work independently, manage competing priorities and meet deadlines.
- Resilient, adaptable and comfortable working in a fast-paced, evolving environment.
- Strong stakeholder management skills with the ability to build effective working relationships across teams.
- Self-motivated with a proactive approach to identifying and resolving issues.
What's in it for you?
- Flexible hybrid way of working (from home and office)
- ‘Stay Connected Mobile’ – Access to a free mobile plan
- ‘Stay Connected NBN’ – Access to a free, high speed NBN plan (up to 500 Mbps)
- ‘Your Leave’ - additional leave to be used whenever you like - every year
- Access to TPG Learning Hub platform and internal development opportunities
- Access to Corporate Partner Discounts
Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us!
TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.
Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.
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