Scam Prevention Specialist
2 weeks ago
Scam Prevention Leader Role
We are seeking a dedicated professional to play a critical leadership function in the prevention of scams. This role will drive continuous improvement in processes, stakeholder engagement, and outcomes.
About the Role:
- Leadership and Performance: Lead and manage a team of professionals, driving performance, capability development, and a strong culture of customer care and ethical decision making.
- Customer Support and Case Oversight: Ensure team support for scam victims with empathy and empowerment through education and support. Oversee complex and sensitive scam cases, ensuring thorough investigation, escalation, and communication in line with policy and regulatory expectations.
- Financial Recovery and Liability Assessments: Maximise financial recoveries by leveraging internal tools and external partnerships. Conduct clear, fair, and consistent assessments for liability in accordance with policies and obligations.
- Regulatory Compliance and Risk Management: Maintain strong risk controls, ensuring procedures are followed and compliance upheld. Represent the Scams function externally, including industry, regulatory, and media relations.
- Stakeholder Engagement and Advocacy: Build strong relationships with key stakeholders, collaborating to align on priorities and share insights. Influence enterprise-wide improvements in scam prevention and response.
- Scam Trend Identification and Threat Intelligence: Contribute to the detection of emerging scam typologies and threats. Collaborate with intelligence teams and industry bodies to stay ahead of criminal methods. Use insights to inform operational decisions, customer messaging, training, process, and policy development.
- Process Improvement: Identify and implement opportunities to streamline case handling, improve recovery rates, and enhance customer support. Contribute to the design and delivery of system, process, policy, or capability improvements.
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