Senior Fraud & Scams Investigator - Suncorp Bank

Job Title: Senior Fraud & Scams Investigator - Suncorp Bank
Req ID: +221+
Department: SB Financial Crime - EB
Division: Suncorp Bank
Location: Brisbane
About Us

At Suncorp Bank you can build a career with exceptional growth potential, within a culture of purpose and belonging. As part of the ANZ Group, when you apply to join Suncorp Bank, you'll be directed to ANZ systems and receive correspondence and notifications from ANZ as part of the recruitment process.

About the Role

We’re looking for a dynamic Fraud and Scams SME as team leader of our Financial Crime Investigations team to support customers who’ve fallen victim to Fraud and Scams and to drive continual improvement in the way we work.

Role Location: 80 Ann Street, Brisbane QLD 4000
Role Type: Permanent, Fulltime

What will your day look like?

As a Senior Fraud & Scams Investigator, you’ll play a critical leadership role within the Fraud & Scam Investigations team, supporting customers who have fallen victim to financial crime. You’ll lead with empathy and precision, ensuring high-quality investigations, coaching your team, and driving continuous improvement across our processes.

Your key responsibilities will include

Day-to-day oversight of case investigations, ensuring timely and accurate outcomes are delivered in line with the ePayments Code and internal policies.
Reviewing the work of investigators and coaching, mentoring and line managing them, uplifting performance and capability.
Monitoring and reporting on team performance (SLAs/KPIs) and identifying insights from management information.
Supporting the department’s broader strategy, including the design and implementation of the bank’s Scams Prevention Framework and delivering connected awareness and training programs for frontline staff to help prevent scams.
Collaborating with fellow Senior Investigators and Team Leaders to align efforts, share insights, and enhance team effectiveness.
Overseeing offshored operational processes and collaborating to optimise processes, reduce escalations and improve quality.
What will you bring?

To succeed in this role, you'll need a combination of deep investigative knowledge, sound judgement, and people leadership. You should bring:

Experience leading or overseeing Fraud & Scams investigations within retail banking.
Applied knowledge of the ePayments Code in making case decisions and assigning liability.
A passion for supporting victims of scams with empathy, fairness, and professionalism.
A continuous improvement mindset — you’ve designed or implemented process enhancements and/or uplifted team capability.\
Experience working with or managing offshore teams and processes.
Strong communication skills and ability to engage with internal and external stakeholders, particular in complex customer service environments such as complaint handling.

You’re not expected to have 100% of these skills. We value a growth mindset, so if you have most of these things in your toolbox, we'd love to hear from you.

So why join us?

Suncorp Bank is a proud part of the ANZ Group and a place where you'll be doing work that really matters. That's because every role, in every team is working towards supporting the financial wellbeing of our million+ customers.

Our team members' wellbeing is a top priority and we know it's the added extras outside the workplace that can make all the difference. We offer a range of benefits and support resources so you can create a healthy work-life balance, helping you bring your best every day. We also provide tools that enable remote work to support flexible work arrangements whenever possible.

Being part of Suncorp Bank opens a world of exceptional growth opportunities, across Suncorp Bank as well as the many divisions within the ANZ Group which operates in almost 30 markets across the globe.

Suncorp Bank is committed to creating a workplace where people from all backgrounds, identities and beliefs can thrive in an environment of inclusivity and mutual respect. We welcome applications from everyone and invite you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirement, let us know how we can provide you with additional support.

. You can apply for this role by visiting ANZ Careers and searching for reference number +221+.

Job Posting End Date

20/05/2025 , 11.5+pm, (Melbourne Australia)
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Australia
Queensland
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