The posting
About the role:
The Fraud Specialist – Scams is responsible for investigating scam-related matters and delivering fair, timely, and empathetic outcomes for customers impacted by scam activity. This role plays a critical part in protecting vulnerable customers and minimising scam-related losses through thorough investigation, informed decision-making, and strong collaboration with internal and external stakeholders.
The role balances customer care,financial crime risk mitigation, and regulatory compliance, with a strong focus on supporting customers during high-stress “moments that matter.” The position requires strong investigative capability, sound judgement, and the ability to navigate complex customer situations, including hardship and vulnerability considerations.
In this role, you will:
Scam Investigation & Customer Support
- 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 in line with regulatory requirements and internal policies.
- Analyse scam typologies, customer behaviour, and transaction patterns to identify risk indicators and emerging threats.
- Engage directly with customers, including vulnerable customers, to understand
- circumstances and determine appropriate outcomes.
- Provide clear, compassionate, and well-documented decisions aligned to policy and regulatory expectations.
Hardship & Vulnerability Support
- Identify customers experiencing vulnerability or financial hardship as a result of scam activity.
- Educate customers on available support options and, where appropriate, implementhardship arrangements in line with policy.• Maintain strong alignment with Hardship Care and relevant senior leaders to ensureconsistent and compliant application of support measures.
Risk, Compliance & Controls
- Ensure adherence to fraud, scam, and hardship policies, procedures, and delegations.
- Maintain accurate case documentation and evidentiary standards.• Support incident identification, root cause analysis, and escalation of systemic scamrisks.
- Participate in reviews to ensure scam management practices align with regulatoryexpectations and industry standards.
Insights & Continuous Improvement
- Provide insights on scam trends, emerging typologies, and customer impacts to Fraud
- Prevention, Risk, and Strategy teams.
- Contribute to process and policy improvements to strengthen scam detection and
- vulnerable customer protection.
- Support uplift initiatives aimed at reducing scam losses and improving customer experience.
Stakeholder Engagement & Awareness
- Collaborate with Fraud Prevention, Investigations, Hardship, Complaints, Risk, Analytics and external partners to deliver coordinated outcomes.
- Support the development of training and awareness materials to enhance frontline capability in identifying and supporting scam-impacted customers.
- Assist the Complaints team in resolving scam-related complaints and escalations.
What you will bring:
- Proven experience in fraud prevention, investigations, or scam management within financial services.
- Demonstrated experience supporting vulnerable customers and handling hardship- related scenarios.
- Strong understanding of scam typologies, application fraud, and digital transaction risks.
- Clear understanding of relevant regulatory expectations and industry frameworks relating to scams and customer remediation.
- Strong investigative, analytical, and documentation skills.
- Ability to manage sensitive conversations with empathy while maintaining appropriate risk discipline.
- High attention to detail and sound professional judgement.
- Resilience and professionalism in high-pressure environments.
- You are familiar with AI tools - comfortable using tools to accelerate insights, automate routine work, prepare reporting, and tailor content quickly and effectively.
Sometimes the best candidates don’t have 100% of what is listed above, but if you have most and are confident, you’d be a good fit, we’d love to hear from you!
Sound like you? That's a good sign! In return for your energy and ideas, we offer a 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 make it possible – for our customers, our partners, and our people.
We believe doing great work starts with feeling supported. Our values, take ownership, pursue excellence, win together, and create tomorrow, aren't just words. They show up in how we work, how we lead, and how we look after our team.
We make it possible…
- to spend more time with your loved ones – with an extra week of paid leave each year through our Take 5 initiative.
- to balance work and life – with a hybrid working model, giving you the flexibility to work from home while connecting in the office.
- to put your wellbeing first – with Sonder, a 24/7 support app for mental and physical wellness.
- to access great financial benefits – with discounts on Latitude products and services.
When our people thrive, everything else follows.
Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.
