Job Description

Worker Type:

Permanent

Here at BNZ, it's about more than just banking. We work together in an agile, energising environment to create innovative solutions through our promise "If you can imagine a better future, let's find a way."

We support wellbeing, flexible working and have a generous leave offering. There is the opportunity for growth, learning and career development. No two days are the same.

Fraud Operations safeguards the Bank and customers from fraud and scams. This involves the analysis and identification, triaging and investigations of fraud and scam events. Additionally, we have a strong focus on supporting our customers through the aftermath of a fraud or scam event.

This is a Wellington based role with the hours or Thursday – Sunday, 10pm – 8am.

Mō te Tūranga | About the Role

We sat down with one of our Tīma (Team) Leader’s (who you'd report to), and they let us know the following about the role:

What are the day-to-day tasks the person will complete?

• Analyse transactional activity across different payment streams to prevent and detect activity that fits varying fraud typologies.
• Triage fraud and scam events and assist in the recovery of financial losses in a timely manner.
• Support customers through fraud and scam events and provide advice on follow up steps, demonstrating empathy and exceptional customer service.
• Work as a subject matter expert in fraud and scams to assist colleagues in having robust and confident discussions with customers.
• Keep yourself updated on the latest fraud and trends in a way that allows BNZ to adapt to an evolving payments landscape.
• Drive process improvements and contribute positively to the implementation of new projects.

What are the hours of mahi?

• Hours of work will be 10pm - 8am, Thursday - Sunday
• Training will be four weeks, same or similar hours to the above
• As we are a 24/7 operation there is a requirement to mahi some public holidays.

What is the tīma culture and environment like?

We are a tīma of talented individuals where everyone is willing to pitch in and help out to meet the ever-changing environment in which we mahi.

The tīma is very supportive, people go out of their way to help each other out. There is a lot of experience in the tīma, with people willing to pass on their insights and experience. It is collaborative, fast-paced and challenging.

What is your management style?

I believe in trust and autonomy and promoting a team culture in which we all work together to achieve our goals.

What is the most exciting thing about this opportunity?

Everything we do has the potential to positively impact our customers. Getting the opportunity to adapt & learn from everything you do! We have some great talent in the tīma who love to share, teach and tautoko.

What is the most challenging thing about this opportunity?

Supporting customers through the aftermath of fraud and scam events.

What do we want you to know before you apply?

We would like the candidate to be eager to learn and grow. Previous experience in a customer service role combined with banking experience will be beneficial.

What attributes will this person display in order to be successful in this role?

Critical thinker, analytical skills, strong attention to detail, the ability to communicate with a wide range of people and have challenging conversations. We want a great tīma player who has excellent time management.

PLEASE NOTE: Applications close Tuesday 15 September at 11pm.

We review applications as they are received and may close advertising early.

Nau Mai ki te Pēke o Aotearoa | Come to the Bank of New Zealand

This is an exciting opportunity to join us!  We're bold thinkers who are taking brave steps to create a company that people want to work for, and customers want to bank with. If you're ready to join a fun organisation where we are proud of our culture and how we are helping New Zealander's to 'Find their way', then show your interest by submitting your application - we can't wait to read it. 

Ehara taku toa i te toa takitahi, engari he toa takitini" - Success is not the work of an individual, but the work of many.”

Closing Date: 15 September 2026

Applications will be reviewed regularly across the advertising period, but we do reserve the right to close applications early.