Account Recovery, KYC and Fraud Specialist

About Ferocia

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

The Gig

We're looking for a sharp, proactive Account Recovery & Verification 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 recovery cases, handling Know Your Customer (KYC) procedures, 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

1. Customer Support:
   • Provide top-notch support for account recovery, KYC, and ID verification queries.
   • 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!
2. Account Recovery:
   • Assist customers in securely regaining access to their accounts.
   • Investigate and verify recovery requests to keep fraud at bay.
   • Work closely with your team to solve more complex 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. 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 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.

How to apply

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

• 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?

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 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!