Fraud Investigator

3 days ago

Sydney, Australia humm Full time

Based in Sydney or Auckland
- Be part of a small and supportive team
- Flexible working with work from home and back to base days

**We Dream. We Design. We Deliver.**

This is the place where you’ll be hands on. Where new ideas are welcomed and expected.

At every level - and in every role - we’re doers and builders. Not Managers and minders.

hummgroup (ASX-HUM) is one of Australasia’s most successful and enduring fintech organisations with a proud legacy of rewriting the playbook for digital spending. We help people buy everything, everywhere, every day. Our product ecosystem of buy now pay later, credit cards, and business financing products has been designed around the core needs of today's shoppers, retailers, and small and medium enterprises.

**What's so exciting about this role**

This is a critical role within our Credit Risk team, who are responsible for protecting hummgroup and its customers from fraud through world class detection, investigation, data analytics, system optimisation and insights.

In this role you will be responsible for reviewing and investigating possible fraud activities. You will also be critical in supporting other team members with the more complicated fraud investigations.

**What does an average day look like?**

No day is average at **humm**group, but here’s an idea of what you can expect to do in this role and what you will be responsible for:

- Review and manage fraud and customer disputes generated from customer advice and take proactive steps to determine whether the disputes are legitimate and determine a course of action of recovery through MasterCard scheme rules.
- Liaise with customer and merchants to check the validity of dispute transactions. Work with customers to ensure they’re kept fully informed; manage the relationship end-to-end until the investigation is complete/issue resolved.
- Ensure that chargebacks are lodged within a timely manner
- Keep abreast of Mastercard Changes and roll out information to the wider team.
- Keep abreast of industry news rule changes to ensure new trends are identified,
- Conduct dispute reviews and manage the process end-to-end. This includes, but is not limited to, information gathering and data collection, liaising with merchants and customers.
- Compile reports and intelligence for operational reporting as required
- Contribute positively to the Team and wider Business by (and not limited to) actively participating in Team meetings, providing continuous improvement suggestions, and taking on additional responsibilities as required (e.g. Wellness Champion, Health & Safety Representative, Subject Matter Expert).
- Work unsupervised and under challenging deadlines
- Prioritise workload and proactively call out delays

**Who will thrive in this role?**
- Proven experience in the Banking/Finance industry
- Experience in the Chargeback Dispute Management
- Experience in Fraud, Collections, Credit risk or a similar role (desired not essential)
- General knowledge of Collections/Recoveries statutes especially Consumer Credit Code & Privacy Act (desired not essential)
- Customer service experience
- Excellent communication skills (written, verbal, listening and presentation)
- Strong interpersonal skills (able to interact with people at all levels)
- Excellent problem-solving and facilitation skills
- Excellent skip tracing skills & investigative skills
- Keen eye for detail and analytical thinking

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