Account Recovery, KYC and Fraud Specialist

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 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 customers 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 payment abuse, 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, maintaining an above-average understanding of our constantly evolving in-house systems and our customers. To be great in this position, you must possess the ability to prioritise tasks in order of importance.

1. Account Recovery:

- Help customers get back into their account safely and smoothly.
- Investigate and validate recovery requests to keep fraud at bay.
- Collaborate with teammates to tackle more complicated recovery cases.

2. 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.

3. Payment Abuse Prevention:

- Monitor payment transactions to spot and stop any potential abuse.
- Use tools and systems to detect suspicious payment activities.

4. Customer Support:

- Provide top-notch support for account recovery, KYC, and ID verification queries.
- Communicate clearly with customers to resolve their issues and concerns.

Someone that:

- Is Melbourne-based and keen to work from our Collins Street (Melbourne CBD) office as often as possible.
- Feels comfortable giving and receiving feedback with their teammates.
- Embraces accountability, values quality, and is always looking to improve.
- Can work fluctuating shifts throughout the week (our support team work between 6am and 12am seven days a week).
- 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.
- Has at least one year of experience in account recovery, KYC, fraud prevention, or a similar role.

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

In your application, we'll ask you to share in 500 words or less 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?
#LI-Hybrid

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 via Sonder
• 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!