Scam Specialist
Core
Investigate scam-related matters, resolve fraud and dispute claims, and support vulnerable customers impacted by scam activity to minimize losses and ensure regulatory compliance.
Role type
Senior IC fraud investigator (scam specialist)
Builds
Fraud prevention controls, customer remediation outcomes, and scam management processes
Domain
Financial services / Fraud and Scam Prevention
Deliverable
client delivery
Required skills
Fraud investigation, scam typology analysis, regulatory compliance, customer empathy, risk assessment, documentation, stakeholder collaboration, process improvement
Preferred skills
AI tool usage, training material development, complaint resolution
Responsibilities
Conduct thorough investigations into complex scam cases; review and resolve fraud and dispute claims across card schemes and sales finance products; analyze scam typologies and transaction patterns; engage directly with vulnerable customers to determine appropriate outcomes; identify customers experiencing financial hardship and implement support arrangements; ensure adherence to fraud and hardship policies; support incident identification and root cause analysis; provide insights on scam trends to prevention and strategy teams; collaborate with internal and external partners to deliver coordinated outcomes.
Seniority
Senior, hands-on IC
