Scams Specialist - Fraud Prevention & InvestigationsThe Scams Specialist will report directly into the Senior Manager - Application Fraud Prevention & Investigations and is a critical member of the Fraud Operations Team.
The Scams Specialist is a customer-facing role responsible for investigating, analysing, and mitigating scams with a key focus on protecting our customers and business from scammers. This role requires a deep understanding of scam typologies, fraud detection, and prevention strategies, alongside the ability to provide empathetic support for our customers who have been impacted by scams. The Scams Specialist will work closely with scam victims and internal teams to develop customer-focused solutions and will have the authority to enter customers into hardship arrangements.
This role is pivotal in ensuring our customers are supported and that we maintain alignment to our scams framework.
Key Responsibilities: Scam Investigation and Prevention - Conduct thorough investigations into scam-related activities, particularly those affecting vulnerable customers. Analyse scam patterns and trends to proactively identify emerging threats and interact with at-risk customers to identify the best resolution for customers as well as the business.Hardship - Where required, support customers via educating and offering hardship arrangements; including executing arrangements in the hardship systems. Scams Specialist to adhere to hardship policies and practices and maintain strong alignment with Hardship Care Senior Manager.Stakeholder Engagement - Work closely with fraud prevention teams, fraud risk and strategy, hardship care, complaints management, risk management, and external partners to enhance scam detection and customer protection strategies.Process Improvement - Review and recommend improvements to policies and procedures related to scam and fraud management in relation to vulnerable customer protection.Reporting - Provide detailed reports on scam activity, case outcomes, and insights for future risk mitigation.Training and Awareness - Assist in the development of training and awareness that helps frontline staff identify and support vulnerable customers impacted by scams.Compliance and Legal - Participate in regular reviews of scam prevention protocols to ensure alignment with regulatory requirements and industry best practices.Complaints - Support Complaints Management Team in scam-related complaints. Ideally, we're looking for the following: 5+ years' experience in fraud prevention, investigation, or scam management.Demonstrated experience handling cases involving vulnerable customers facing financial hardship after falling victim to scams.Comprehensive understanding of scam types, particularly in the context of application fraud and online transactions.Experience working in a customer-facing role, with a proven focus on providing empathetic and supportive solutions.Clear understanding of requirements in the Scams Industry draft regulatory framework.Ability to handle sensitive customer situations with care, particularly for those in financial distress.Strong skills in resolving complex fraud issues, finding innovative solutions to protect vulnerable customers.Ability to analyse scam trends and identify fraud patterns using data to make informed decisions.Strong written and verbal communication skills, with the ability to clearly articulate complex scam and fraud issues in a clear and customer-friendly manner.Knowledge of Fraud Prevention Techniques - A deep understanding of current fraud prevention technologies, strategies, and trends to stay one step ahead of scammers.Resilience - Ability to work in high-pressure situations while maintaining professionalism and empathy. Recognition @ Latitude: Education support, Better giving programme with charity partners, Latitude matches dollar for dollar and Community partner days. Flexibility @ Latitude: Flexible work arrangements - balance work and personal responsibilities, Hybrid setup - work from home & the office, 3 Days paid volunteer leave annually, paid community service leave, paid compassionate/bereavement leave. Yearly salary reviews. Sound like you? That's a good sign! In return for your energy and ideas, we offer a hybrid flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.
We're Latitude, partners in money. Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards, loans are what we offer - but what we really are is a platform that helps people shop and live better. Always living and breathing our values. Act Right, Show Care, Be Curious.
Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens.
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