Step into a rewarding Analyst, Digital Fraud & Scams role where you'll protect customers from fraud and scam threats, investigate suspicious activity, and make a real difference when it matters most.
- Join a team dedicated to keeping customers safe from fraud and scams across NAB
- Investigate suspicious transactions, assess risk, and support customers through challenging situations
- Make informed decisions, solve complex problems, and help minimise customer and financial harm
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 a Analyst, Digital Fraud & Scams (DFAS, you will join our Digital Fraud & Scams team that’s doubling down on protecting the community and our customers.
Each day, you’ll go above and beyond to:
- Review and assess outbound customer payments and other transactional activity to identify potential fraud, scams, financial crime risks, or customer vulnerability.
- Conduct inbound and outbound customer calls to verify transactions, investigate suspicious activity, and support customers impacted by fraud and scams.
- Manage fraud and scam reports from customers, gathering relevant information and documenting cases accurately and comprehensively.
- Provide empathetic and professional support to customers who have experienced fraud or scam events, ensuring a customer-centric approach throughout the investigation process.
- Investigate suspected fraud and scam matters by analysing customer information, transaction data, system alerts, and supporting evidence.
- Make timely risk-based decisions to prevent, minimise, or recover customer and bank losses where appropriate.
- Complete fraud and scam case management activities, ensuring accurate record keeping, reporting, and documentation.
- Escalate emerging fraud trends, high-risk activities, customer vulnerabilities, and complex cases in accordance with established procedures.
- Maintain a strong understanding of current fraud and scam typologies, emerging threats, industry trends, and customer protection practices.
- Meet operational and service standards, including productivity, quality, compliance, customer outcomes, and risk management requirements.
- Collaborate with internal stakeholders to support investigations, customer remediation activities, and continuous process improvement initiatives.
- Identify opportunities to improve customer experiences, operational processes, controls, and fraud prevention strategies.
We’re looking for the best and brightest to deliver the best for our customers. You’ll need:
- Previous experience in a customer service, fraud, scams, financial crime, investigations, banking, contact centre, or risk environment.
- Strong verbal communication skills with the ability to confidently manage both inbound and outbound customer conversations.
- Demonstrated ability to engage with vulnerable customers and navigate sensitive situations with empathy and professionalism.
- Analytical and critical thinking skills, with the ability to assess information and make sound risk-based decisions.
- Strong attention to detail and ability to accurately document investigations, customer interactions, and outcomes.
- Ability to work effectively in a fast-paced environment while managing competing priorities.
- Commitment to delivering exceptional customer outcomes while balancing risk and compliance requirements.
- Strong problem-solving skills and ability to identify opportunities for continuous improvement.
- High level of resilience and adaptability when dealing with complex, emotionally challenging, or time-sensitive situations.
- Proficiency using multiple systems and technology platforms simultaneously in a phone-based operational environment.
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.
