Investigation Analyst

Bring your ‘you’ to TPG Telecom, and help us build meaningful relationships and support vibrant, connected communities. We’re better and bolder together.

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge. Could that be you?

Your opportunity:

As an Investigations Analyst you will be the point of contact for business and customers to report Customer Care and third-party dealer related fraud concerns. Triage and investigate fraud concerns for the Senior Manager, Customer Security, Fraud, and Scams Governance to ensure the integrity of our business through the identification, prevention and investigation of issues which could impact revenues, brand or reputation. Perform regular detection reviews and assist with loss recovery. Form an understanding of the process gaps and causal factors in order to assist with implementation of countermeasures by the Senior team members.

You'll make impact by:

Investigation

• Taking ownership of the Investigations inbox and ensure received complaints and allegations are addressed in a timely manner.
• Preparing investigation files for identified incidents.
• Tracking and coordinating resolution of such incidents with the relevant Team Leaders, HR and National Sales Managers.
• Assisting in the management and maintenance of a centralised investigation and reporting system.
• Ensuring recommendations from investigations are assigned ownership and implemented by the business and escalate if corrective measures are not met.
• Preparing investigation files and reports in cases of strategic value or where we have a corporate responsibility to escalate issues to Senior Management and/or Law Enforcement Agencies.

Detection and Recovery

• Performing ad-hoc, monthly and quarterly reviews of Contact Centre and dealer agents and ensure appropriate resolution of any identified non-compliance with Team Leaders, HR or National Sales Managers.
• Helping action alerts produced by the fraud prevention and detection analysts, and other members of the Investigations team and coordinate with the business to action alerts in a timely manner.
• Completing Fraud Governance Reviews as relating to On-boarding of Partner stores.
• Independently coordinate with the relevant Team Leaders, HR and National Sales Managers throughout and after the completion of any compliance review.
• Conducting root cause analysis and report on fraud complaint volumes and patterns and form studies identifying opportunities for improvement.

Prevention

• Developing and maintaining an understanding of international and national telecommunications fraud types and trends.
• Promoting understanding of the fraud prevention and authentication related Policies, Procedures and Best Practice Standards
• Maintaining and monitor correct application of watch lists and blacklists and coordinate their implementation with the Operations Support team
• Building and developing relationships across the business with Team Leaders, HR and National Sales Managers to encourage early risk escalation and awareness.
• Working with Employee Communications and Learning & Development to provide fraud information for training and awareness programs.
• Acting as fraud prevention liaison and provide general advice regarding fraud risks to staff
• Maintaining and updating internal procedures relating to internal fraud and security policy and procedures as required.
• Assisting with creation and roll out of scheduled and ad hoc training and awareness programs.

What you’ll bring:

• Minimum 2 years’ experience in telecommunication or financial crime investigations.
• Investigations experience and the ability to resolve complex and escalated issues quickly and sensitively.
• Ability to work remotely and autonomously.
• Ability to work with discretion and maintain confidentiality at all times.
• Self-starter (initiate without being asked or directed).
• Desire to grow into broader role within Security.
• Resilient and adaptable with the ability to work under pressure and meet tight deadlines.
• High level of verbal and written communication with the ability to communicate and interact with a diverse range of people at all levels of TPG and its customers.
• Strong analytical skills including working with complex information and large data sets.
• Proficient with SQL and advanced Excel knowledge.

What's in it for you?

• Flexible hybrid way of working (from home and office)
• ‘Stay Connected Mobile’ – Access to a free mobile plan
• ‘Stay Connected NBN’ – Access to a free, high‑speed NBN plan (up to 500 Mbps)
• ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
• Access to TPG Learning Hub platform and internal development opportunities
• Access to Corporate Partner Discounts

Come join us and build a better future. Apply today.

Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom here.

TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.

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