Scam Specialist

About the role

The Fraud Specialist – Scams investigates scam-related matters and delivers fair, timely and empathetic outcomes for customers affected by scam activity. The role protects vulnerable customers and minimises scam-related losses through thorough investigation, informed decision-making and close collaboration with internal and external stakeholders, balancing customer care, financial crime risk mitigation and regulatory compliance.

Key responsibilities

• Investigate scam-related matters, including complex and high-impact cases, and 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 their circumstances and provide clear, compassionate and well-documented decisions aligned to policy and regulation.
• Identify customers experiencing vulnerability or financial hardship, educate them on support options and implement hardship arrangements in line with policy, in alignment with Hardship Care and senior leaders.
• Ensure adherence to fraud, scam and hardship policies, maintain accurate case documentation, and support incident identification, root cause analysis and escalation of systemic scam risks.
• Share insights on scam trends and typologies with Fraud Prevention, Risk and Strategy teams, contribute to process and policy improvements, and support uplift initiatives.
• Collaborate with Fraud Prevention, Investigations, Hardship, Complaints, Risk, Analytics and external partners, help develop training and awareness materials, and assist the Complaints team with scam-related complaints and escalations.

Required profile

• 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 regulatory expectations and industry frameworks relating to scams and customer remediation.
• Ability to manage sensitive conversations with empathy while maintaining risk discipline, with resilience in high-pressure environments.

Required skills

• Strong investigative, analytical and documentation skills.
• Familiarity with AI tools to accelerate insights, automate routine work, prepare reports and tailor content.

What we offer

• Flexible working environment with a hybrid model.
• Extra week of paid leave each year through the Take 5 initiative.
• Sonder, a 24/7 support app for mental and physical wellbeing.
• Discounts on Latitude products and services.

Successful applicants must complete a background check (criminal history and bankruptcy check) before starting employment.