Customer Specialist

At Latitude, we make it possible – for our customers, our communities, and our people. We believe in creating opportunities that truly matter, helping you thrive both professionally and personally. That's why we offer benefits that make a real difference in your life.

We make it possible…

• to spend more time with your loved ones – with an extra week of paid leave each year through our Take 5 initiative.
• to balance work and life – with a hybrid working model, giving you the flexibility to work from home while connecting in the office just one day a fortnight - if based in Melbourne or fully remote elsewhere.
• to put your wellbeing first – with Sonder, a 24/7 support app for mental and physical wellness.
• to access great financial benefits – with discounts on Latitude products and services.

The Customer Specialist - Application Fraud Officer role within Fraud Operations encompasses all aspects of Fraud detection, prevention & investigation utilising tools, systems and reports employed to manage & control Fraud incidents impacting the business. The Fraud Officer will fulfil a range of duties covering multiple products, including, but not limited to:

Let's look at some key responsibilities:

• Investigating & verifying application data by utilising fraud detection and prevention tools effectively to identify fraudulent and suspicious activity.
• Ensuring all fraudulent and suspicious activity is fully investigated and documented, and that preventative measures are taken.
• Liaise with merchant partners, and other internal teams to prevent fraudulent applications and minimise losses to the business.
• Making sound judgments and final decisions on applications based on customers' credit worthiness, Latitude's fraud decision reason guide and the operator's judgment and experience.
• Ensure all fraud detection tools are kept up-to-date and all cases actioned in a timely manner.
• Liaise with credit bureaus and other financial institutions to confirm and/or identify fraudulent and suspicious activity.
• Assist external financial institutions with fraud queries.

Ideally, we're looking for the following: 

Let's look at you:

• Superior active listening, negotiation and problem-solving skills.
• Excellent communication skills (both oral & written).]
• High level resolution and decision-making ability, matching the appropriate solution to each situation.
• Ability to work autonomously and match solutions to customer's circumstances in a compliant environment.
• Ability to overcome objections and take on feedback
• Customer First – Prioritising delivery to our customers, ensuring they are treated with respect and empathy, and that their needs are prioritised.
• Decision-Making – Capability to make quick and informed decisions based on data analysis a risk assessment, balancing fraud prevention with customer experience.
• Analytical Skills – Ability to analyse and interpret data to uncover and prevent fraudulent activity.
• Communication – Ability to clearly communicate fraud decisions to stakeholders and customers as required.
• Knowledge of Fraud Prevention Techniques – A deep understanding of current fraud prevention technologies, strategies and trends to stay one step ahead of fraudsters.

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, and loans is what we offer - but what we really are is a platform that helps people shop and live better.
Always living and breathing our values.

Always living and breathing our values. Take Ownership, Pursue Excellence, Win Together, Create Tomorrow.

Only open to Australian or New Zealand Permanent Residents or Citizens.