Account Verification and Fraud Specialist

About Ferocia Ferocia is a team of more than 300 people building better financial experiences for Australians. As the digital division of Bendigo Bank , our work spans Up , a digital bank; Connect, the platform powering Bendigo Bank’s web and mobile banking; and tools that make managing money simpler and help protect people from scams and fraud. Our shared purpose: helping people feel more confident and in control of their money. Sound like something you’d like to be part of? We’d love to hear from you. The gig We're looking for a sharp, proactive Account Verification and Fraud Specialist to join our Fraud Prevention Customer Support Team at Up. If you're passionate about safeguarding customers and staying one step ahead of fraud, this is your chance to make a real impact. You’ll be diving into account verification cases and combating fraudsters head-on from mules to scammers, verifying identity documents, and collaborating with your team to refine processes and enhance our in-house tools. With a high volume of risk-related tasks, the Fraud Prevention and Customer Support team needs to stay cool under pressure while keeping a strong grasp of our ever-evolving in-house systems and customer needs. Success in this role requires the ability to strategically prioritise tasks and adapt to shifting priorities. What you'll do Customer Support: Provide top-notch support for customers involved in scams and/or account security situations across chat and phone functions. Engage with customers from all walks of life, providing clear and empathetic support while embodying our four support values: Be quick, be a mate, be an expert, be Up! Risk Assessment and Management: Apply existing risk management processes for the safety of customers and the business. Recommend improvements of fraud risk assessment and prevention procedures. Stay updated on emerging fraud trends and threats to proactively address potential risks. Liaise with internal stake holders to provide efficient customer outcomes. ID Verification: Verify customer identities using a range of methods and technologies. Handle sensitive data with care and maintain confidentiality. Keep up with the latest trends and tech in ID verification to enhance our processes. Know Your Customer (KYC): Verify customer information to comply with legal and regulatory standards. Check and confirm the accuracy and authenticity of customer documents. Stay up-to-date with KYC regulations and best practices. What we're looking for Someone who: Has previous experience in banking or financial services, particularly in KYC compliance, customer fraud resolution, or a similar role. Is Melbourne based and keen to work from our Collins Street (Melbourne CBD) office as often as possible. Can work fluctuating shifts throughout the week (our support team work between 6am and 12am seven days a week). Feels comfortable giving and receiving feedback with their teammates. Embraces accountability, values quality, and is always looking to improve. Juggles multiple tasks effortlessly - staying cool under pressure. Loves pushing boundaries and challenging the status quo. Builds strong relationships - whether it’s with teammates or cross-functional teams to drive great customer outcomes. You understand the power of connections and being known within the company. Is eager to dive into our company culture and be part of something bigger. Working at Ferocia We work flexibly, with genuine autonomy over where and when you do your best work. Ferocians can use our Melbourne CBD office as much or as little as makes sense for them. We also value spending time together face to face, with teams making time to meet in person when it matters. That’s why we’re currently only hiring people based in Naarm/Melbourne and surrounding areas . Here’s some of what you can expect: Smart, passionate people who care about what they make. Generous leave and parental policies. Flexibility and genuine autonomy over your time. A great CBD office with a rooftop, gym and personal trainer. A budget for personal development, training and conferences. An Employee Assistance Program. Home loan rebates (conditions apply). Ongoing bonus and equity grants (conditions apply). Unsure if you tick every box? Throw your hat in the ring anyway. We value different experiences and perspectives, so we encourage you to apply even if you don’t meet every requirement. You might be just who we’re looking for.