Scam & Fraud Investigator - Empathy & Compliance

Latitude Financial Services; Melbourne; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Take 5 extra leave

Hybrid working model

Sonder wellbeing app (24/7)

Employee discounts on Latitude

Job summary

Latitude Financial Services is seeking a Fraud Specialist – Scams to investigate scam-related matters, deliver fair and timely outcomes, and protect vulnerable customers. The role combines customer care with financial crime risk mitigation and regulatory compliance, supporting customers in high-stress moments.

You will work with Fraud Prevention, Investigations, Hardship, Complaints, Risk, Analytics and external partners to reduce scam losses, improve experience, and provide training to

Qualifications

• ,
• Strong investigative, analytical, and documentation skills.
• Ability to manage sensitive conversations with empathy while maintaining risk discipline.
• High attention to detail and sound professional judgement.

Responsibilities

• Conduct thorough investigations into scam-related matters, including high-impact cases.
• Review, investigate, and resolve fraud and dispute claims across card schemes and Sales Finance in line with policy.
• Analyse scam typologies, customer behaviour, and transaction patterns to identify risk indicators and threats.
• Engage directly with customers, including vulnerable customers, to understand circumstances and determine outcomes.
• Provide clear, compassionate, and well-documented decisions aligned to policy and regulatory expectations.

Skills

Fraud prevention

Investigations

Vulnerable customers

Regulatory knowledge

Investigative skills

Empathy in conversations

Attention to detail

Resilience

AI tools

Tools

AI tools

Job description

Latitude Financial Services is seeking a Fraud Specialist – Scams to investigate scam-related matters, deliver fair and timely outcomes, and protect vulnerable customers. The role combines customer care with financial crime risk mitigation and regulatory compliance, supporting customers in high-stress moments.

You will work with Fraud Prevention, Investigations, Hardship, Complaints, Risk, Analytics and external partners to reduce scam losses, improve experience, and provide training to