Account Verification and Fraud Specialist

About Ferocia

We're the team behind Up—but under the hood, we're Ferocia: a passionate tech company driven by innovation and financial empowerment.

In 2011, we cut our teeth crafting the first digital platform for Bendigo Bank. Building on that foundation, we later launched Up in 2018—a reimagined banking experience designed to bring 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 Group, we're committed to being carbon neutral, community-focused, and holding ourselves to the highest standards.

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 stakeholders 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.

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.

Salary range

The estimated salary range for this role is $72,000 to $82,000, exclusive of superannuation.

Working at Ferocia

We have a hybrid work culture where people can attend the Ferocia office as much or as little as makes sense for them, but we are currently only hiring in Melbourne (or adjacent areas) as we still value physically getting together at least a half-dozen times per year.

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!

To apply, click here. If the role is still posted, we’re still accepting applications!