Customer Specialist - Fraud Claims & Disputes

About the role 

The Claims & Disputes Specialist is responsible for investigating customer claims and disputed transactions, delivering fair, timely, and customer‑centred outcomes in line with regulatory obligations and organisational standards.

This role plays a critical part in safeguarding customers and the organisation by conducting thorough investigations, assessing liability and coverage, and resolving disputes with accuracy, transparency, and sound judgement. The position balances customer care with financial crime risk mitigation, ensuring claims are evaluated objectively while supporting customers through stressful and often complex situations.

The role requires strong analytical capability, the ability to interpret policy and regulatory requirements, and a calm, solution‑oriented approach to navigating sensitive customer scenarios including hardship, vulnerability, and potential fraud indicators.

Responsibilities:

Dispute Investigation & Customer Support

• Conduct thorough investigations into customer claims, disputed transactions, and potential scam-related activity, gathering documentation, reviewing account activity, and validating the circumstances surrounding each case.
• Analyse claim details, transaction patterns, scam indicators and policy terms to determine coverage, liability, and the most appropriate evidence-based outcome.
• Engage directly with customers; including those experiencing distress, confusion, or vulnerability to understand their situation and guide them through the claims process with clarity and empathy.
• Provide well‑reasoned, transparent, and clearly documented decisions aligned with internal policy, regulatory requirements, scheme rules, and established quality standards.

Hardship & Vulnerability Support

• Identify customers who may be experiencing vulnerability, distress, or financial hardship as a result of disputed transactions, unauthorised activity, or scam events.
• Provide calm, empathetic support and clearly explain the help available, including referral pathways to specialised support teams such as Hardship Care.
• Ensure interactions with distressed or impacted customers are handled with sensitivity and care, recognising these are often “moments that matter.”

Risk, Compliance & Controls

• Ensure all claims are assessed in accordance with regulatory requirements, company policies, dispute‑resolution rules, and relevant scheme obligations.
• Maintain accurate case notes, evidence logs, and documentation that meet audit, compliance, and quality‑assurance expectations.
• Identify patterns, irregularities, and red flags that may indicate fraud or system weaknesses, escalating issues as needed.
• Participate in internal reviews and quality checks to ensure claims handling remains compliant with industry standards and continuously improves.

Insights & Continuous Improvement

• Provide insights on claim trends, recurring issues, root causes, and customer impacts to support prevention strategies, operational uplift, and policy refinement.
• Contribute to process and system improvement initiatives that strengthen decision accuracy, reduce rework, and enhance customer experience.
• Support initiatives that reduce losses, improve operational efficiency, and enhance the fairness and consistency of outcomes.

Stakeholder Engagement & Awareness

• Collaborate with internal and external partners such as merchants to achieve timely, coordinated resolutions.
• Assist in resolving disputes that escalate into complaints, ensuring responses are evidence‑based, customer‑centered, and aligned to policy and regulatory expectations.
• Contribute to training, guidance, and capability uplift across frontline teams to support better identification, documentation, and handling of dispute‑related issues.

What you’ll bring: 

• Experience in claims, disputes, fraud prevention, or scam‑related investigations within financial services, with the ability to assess transaction activity and identify red
• Confidence supporting distressed or vulnerable customers, including managing sensitive or emotionally charged conversations with empathy and professionalism.
• Understanding of common scam typologies, dispute scenarios, financial‑crime risks, and unauthorised transaction patterns, with the ability to recognise indicators during case reviews.
• Awareness of relevant regulatory and scheme expectations related to dispute handling, fraud investigation, and customer remediation (not specialist‑level knowledge, but strong frontline awareness).
• Strong investigative and analytical skills, including the ability to evaluate evidence, interpret policies, and make sound, defensible decisions.
• Excellent documentation skills, ensuring accurate, clear, and audit‑ready case notes and decision records.
• Ability to manage sensitive conversations with calmness, empathy, and appropriate risk discipline, balancing customer care with sound decision‑making.
• High attention to detail and sound professional judgement, ensuring decisions are
• consistent, fair, and aligned with policy.
• Resilience and professionalism in fast‑paced or high‑pressure environments, maintaining accuracy, quality, and customer focus even when handling complex or distressing cases.

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're Latitude, partners in money Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards, loans are what we offer - but what we really are is a platform that helps people shop and live better. Always living and breathing our values. Take ownership, Win together, Pursue excellence, and Create tomorrow

Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens.