Scams Specialist – Fraud Prevention & Investigations
Apply locations: AUS VIC Melbourne | Time type: Full time | Posted on: Posted 4 Days Ago | Job requisition id: R6875
The Scams Specialist reports directly to the Senior Manager - Application Fraud Prevention & Investigations and is a vital member of the Fraud Operations Team.
This customer-facing role involves investigating, analyzing, and mitigating scams, with a focus on protecting customers and the business from scammers. It requires a deep understanding of scam typologies, fraud detection, and prevention strategies, along with empathetic support for affected customers. The role involves working closely with scam victims and internal teams to develop customer-focused solutions and has the authority to enter hardship arrangements for customers.
This role is essential in ensuring customer support and maintaining alignment with our scams framework.
Key Responsibilities :
1. Scam Investigation and Prevention – Conduct investigations into scam activities, especially affecting vulnerable customers. Analyze scam patterns to identify emerging threats and interact with at-risk customers to find optimal resolutions for both customers and the business.
2. Hardship Support – Support customers by educating them and offering hardship arrangements, executing these in the hardship systems. Adhere to hardship policies and coordinate with the Hardship Care Senior Manager.
3. Stakeholder Engagement – Collaborate with fraud prevention teams, risk management, hardship care, complaints, and external partners to improve scam detection and customer protection strategies.
4. Process Improvement – Review and suggest enhancements to policies and procedures related to scam and fraud management, especially concerning vulnerable customers.
5. Reporting – Provide detailed reports on scam activities, outcomes, and insights for future mitigation.
6. Training and Awareness – Assist in developing training materials to help frontline staff identify and support scam-affected vulnerable customers.
7. Compliance and Legal – Participate in reviews of scam prevention protocols to ensure regulatory and industry compliance.
8. Complaints – Support the management of scam-related complaints.
Minimum Qualifications :
* Over 5 years of experience in fraud prevention, investigation, or scam management.
* Experience handling cases involving vulnerable customers and financial hardship due to scams.
* Understanding of scam types, especially in application fraud and online transactions.
* Experience in customer-facing roles with a focus on empathetic support.
* Knowledge of the draft regulatory framework for scams.
* Ability to handle sensitive customer situations with care, especially those in financial distress.
* Strong problem-solving skills for complex fraud issues and protecting vulnerable customers.
* Ability to analyze scam trends and identify patterns using data.
* Excellent written and verbal communication skills, capable of explaining complex issues clearly and customer-friendly.
* Deep understanding of current fraud prevention technologies and strategies.
* Resilience to work under pressure while maintaining professionalism and empathy.
We welcome candidates who may not meet all criteria but are confident in most areas and believe they are a good fit.
Additional Benefits & Company Culture :
* Recognition programs like Education support, Better giving program, and Community partner days.
* Flexible work arrangements, hybrid setup, paid volunteer and community service leave, and compassionate leave.
* Annual salary reviews.
If this sounds like you, we offer a flexible, supportive work environment with competitive compensation. We promote a safe, healthy, and engaging workplace, whether at home or in the office.
We are Latitude, partners in money, offering digital payments, cards, and loans—helping people shop and live better. Our core values are Act Right, Show Care, Be Curious.
Successful applicants will undergo a background check (including criminal and bankruptcy history). Open to Australian or New Zealand Permanent Residents or Citizens.
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