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Account Recovery, KYC and Fraud Specialist

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About Ferocia

In 2011, we cut our teeth by crafting the first digital platform for Bendigo Bank. Building on that foundation, we later launched Up in 2018—a reimagined banking experience designed to impart financial freedom to a generation.

By 2021, we officially became part of the Bendigo and Adelaide Bank Group, continuing our work on Up and building innovative financial software for everyone.

Sitting firmly in the sweet spot of a small company rhythm with the impact of a major player, we stay dedicated to empowering those who need it most.

As proud members of the Bendigo and Adelaide Bank family, we're committed to being carbon neutral, community-focused, and always upholding the highest standards.

About Up

We launched Up in 2018 and it’s gone from strength to strength ever since. We now have more than 9 million Upsiders who trust us to help them build a better relationship with their money. If you don't already know Up inside-out, learn more here.

The Gig

We're on the lookout for a proactive and detail-oriented Account Recovery & Verification Specialist (KYC) to join our Fraud Prevention and Customer Support team. If you're passionate about protecting customer accounts and preventing fraud, this could be the perfect opportunity for you. You’ll be tackling account recovery issues, handling Know Your Customer (KYC) procedures, combating mules and scams, and verifying IDs to keep everything running smoothly.

Due to the number of risk related tasks, the Fraud Prevention and Customer Support team must remain cool under pressure, maintain an above-average understanding of our constantly evolving in-house systems and our customers. To be great in this position, you must posses the ability to prioritise tasks in order of importance.

What You'll Do:

  1. Customer Support:
    • Provide top-notch support for account recovery, KYC, and ID verification queries.
    • Communicate clearly with customers to resolve their issues and concerns.
  2. Account Recovery:
    • Help customers regain access to their accounts while ensuring their security.
    • Investigate and validate recovery requests to keep fraud at bay.
    • Collaborate with teammates to tackle more complicated recovery cases.
  3. 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.
  4. 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.
  5. Fraud Detection and Investigation:
    • Monitor and analyse transactions for suspicious activities and potential fraud.
    • Conduct detailed investigations into identified fraud cases and provide comprehensive reports.
    • Collaborate with internal and external teams to resolve fraud issues and recover losses.
  6. Risk Assessment and Management:
    • Evaluate existing risk management processes and recommend improvements to enhance fraud prevention.
    • Develop and implement fraud risk assessment procedures.
    • Stay updated on emerging fraud trends and threats to proactively address potential risks.

What we’re looking for

Someone that:

  • Is comfortable giving and receiving feedback to and from their team mates.
  • Has a healthy relationship with accountability, quality and continuous improvement.
  • Can work fluctuating shifts throughout the week (is ok working weekends and until 9pm some days).
  • Can manage multiple streams of work without breaking a sweat 😅
  • Has a desire to push the limits & break the status quo.
  • Is a relationship builder - someone who is comfortable working with cross functional teams to influence great customer outcomes. You know the power of getting to know people and being known to the people you work with.
  • Is super keen to immerse themselves in our company culture.
  • Minimum of one year of experience in account recovery, KYC, fraud prevention, or a similar role.

How to apply

Does this sort of thing sound exciting to you? To kick start the process, we’re keen on your words 🤓

In 500 words or less, please share with us (from an outsider's perspective) what the four Up Support values mean to you.

Be Quick

Be a Mate

Be an Expert

Be Up

What are your initial impressions of these values and how would you represent these values working for Up Support?

Please direct your submission to careers@up.com.au (attention Megan) with your resume, the position you’re applying for, and a brief spiel on what you are passionate about and we'll take it from there.

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