Job Description Purpose of your role The Client Protection Specialist is critical in safeguarding OFX and our customers from fraud and financial crime. The role focuses on reviewing high and medium-risk payment and transaction alerts, conducting case investigations, and supporting customers through potentially stressful situations with professionalism and care. With strong attention to detail and sound judgment, they ensure timely, accurate, and compliant outcomes that uphold our financial crime obligations. What you’ll do: Review high and medium-risk payment and transaction alerts, applying sound judgment to identify potential fraud and scam activity. Conduct thorough case reviews and complete activities to address issues impacting customers and accounts. Carry out inbound fraud and scam assessments, listening carefully to customer concerns and gathering accurate information to inform case handling. Maintain accurate, detailed records of reviews, ensuring all actions and decisions are documented to a high standard. Provide clear, empathetic communication to customers, supporting those affected by scams or compromised accounts with professionalism and care. Operate efficiently and effectively under pressure, managing case volumes while maintaining vigilance and attention to detail. Collaborate with stakeholders and escalate through Unusual Matter Reports (UMRs) as required, ensuring timely resolution.
