Empathetic Scam Investigator & Risk Analyst

Latitude Financial Services; Melbourne; Hybrid; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Flexible working

Hybrid working model

Extra paid leave (Take 5)

Job summary

Latitude Financial Services in Australia is seeking a Fraud Specialist – Scams to investigate scam-related matters, protect customers, and collaborate with internal and external stakeholders. The role focuses on supporting vulnerable customers and reducing scam-related losses through thorough investigations and sound judgement.

You will engage directly with customers, identify risk indicators, and document decisions clearly.

Qualifications

• Proven experience in fraud prevention, investigations, or scam management within financial services.
• Experience supporting vulnerable customers and handling hardship-related scenarios.
• Strong understanding of scam typologies, application fraud, and digital transaction risks.
• Clear understanding of regulatory expectations and industry frameworks relating to scams and customer remediation.
• Strong investigative, analytical, and documentation skills.

Responsibilities

• Conduct thorough investigations into scam-related matters, including complex and high-impact cases.
• Review, investigate, and resolve fraud and dispute claims across card schemes and Sales Finance products.
• Engage directly with customers, including vulnerable customers, to understand circumstances and determine appropriate outcomes.
• Identify customers experiencing vulnerability or financial hardship and implement hardship arrangements where appropriate.
• Ensure adherence to fraud, scam, and hardship policies, procedures, and delegations; maintain case documentation and evidentiary standards.
• Provide insights on scam trends and contribute to process and policy improvements.
• Collaborate with internal and external stakeholders to deliver coordinated outcomes and support training.

Skills

Fraud prevention

Investigations

Vulnerable customers

Regulatory expectations

Documentation

Empathy in conversations

AI tools familiarity

Tools

AI tools

Job description

Latitude Financial Services in Australia is seeking a Fraud Specialist – Scams to investigate scam-related matters, protect customers, and collaborate with internal and external stakeholders. The role focuses on supporting vulnerable customers and reducing scam-related losses through thorough investigations and sound judgement.

You will engage directly with customers, identify risk indicators, and document decisions clearly.