We're the team behind Up, but under the hood, we're Ferocia - a passionate tech company driven by financial inclusion. Since 2011, we've been crafting innovative financial tools, starting with the digital platform for Bendigo Bank. We believe technology can empower everyone, from the advantaged to the disadvantaged, which is why Up was born.
Now, as part of the Bendigo and Adelaide Bank family, we combine the agility of a small company with the reach and stability of a major player. Together, we're carbon neutral, community-focused, and dedicated to high standards of corporate governance. Our mission? To leverage technology to help Australians move from financial stress and anxiety to a place of confidence and empowerment.
Want to join us? We'd love to hear from you!
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.
Someone that:
- 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.
#LI-DNI
We have a hybrid work culture where people can attend the Ferocia office as much or as little as makes sense for them.
We offer:
- A small team of passionate people
- Generous leave and parental policy
- Flexible working schedule
- Great city office and perks (rooftop, gym and personal trainer, games…)
- Budget for personal development, training, and conferences
- Employee Assistance Program
- Home loan rebates for our loans (conditions apply)
- Ongoing equity grants (conditions apply)
Not quite ticking every box? Throw your hat in the ring anyway! At Ferocia, we're all about shaking things up and rewriting the rules. We thrive on diversity and inclusion, and we wholeheartedly encourage you to step up and shine. Let us be the judge of your qualifications for this role – you just might surprise yourself!
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Skills Required
- Previous experience in banking or financial services, particularly KYC compliance or customer fraud resolution
- Melbourne based and able to work from Collins Street (Melbourne CBD) office as often as possible
- Ability to work fluctuating shifts between 6am and 12am across seven days
- Experience verifying identity documents and handling sensitive customer data with confidentiality
- Ability to provide empathetic, clear customer support across chat and phone
- Capability to apply and recommend improvements to fraud risk assessment and prevention procedures
- Comfortable giving and receiving feedback and collaborating with teammates and cross-functional teams
- Strong prioritisation and multitasking skills; remains calm under pressure
- Knowledge of KYC regulations and best practices
- Willingness to engage with company culture and continuous improvement
What We Do
Ferocia is a close-knit team of talented developers and designers driven by distilling complex problems into simple, elegant solutions that customers love. We’re passionate about Agile development, user-centered design, Ruby on Rails, iOS, automated testing, JavaScript, and Android. We run on espresso, loose-leaf tea, in-house lunches, and the odd batch of Ferocia Pale Ale.
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