Client Protection Specialist

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 youll 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.

Qualifications :

What you bring: 

• 12 years experience in financial services operations fraud operations or a related risk/compliance function.
• Exposure to handling customer enquiries preferably in sensitive or high-pressure situations.
• Familiarity with working in a process-driven environment where accuracy and attention to detail are critical.
• Experience using case management systems transaction platforms or similar operational tools.
• Knowledge of fraud or financial crime risks is desirable but training and development will be provided.
• Ability to review alerts and conduct investigations with strong attention to detail and accuracy.
• Understanding of fraud and scam risks with the ability to apply internal policies and guidelines during reviews.
• Strong customer service skills with the ability to communicate clearly empathetically and professionally with distressed clients.
• Confident written and verbal communication for documenting case findings and escalating matters as needed.
• Ability to work efficiently under pressure managing case volumes while maintaining vigilance.

Additional Information :

What its like working at OFX

Were OFXers because we want to make a difference. We see challenges as opportunities and were not afraid to roll up our sleeves to get stuff done. Were committed to making things easier for our clients pushing boundaries and continuing to move with the times so that we can continue to inspire confidence every day and through every transaction.

We operate as one team cross-functionally and globally to drive outcomes that deliver excellence for our customers. Were curious self-starters who love learning and sharing our knowledge with others. We embrace change and use our initiative and resilience to overcome challenges.

• Always keep learning. We offer a wide range of learning and career development opportunities to help every OFXer build their capacity and career with leadership training secondments internal mobility and access to a large library of online learning.
• Make a difference. Through our Make a Difference program we encourage OFXers to give back to causes and communities that are important to them. We celebrate this with an annual volunteer day which OFXers can use together or individually as well as matched giving and the opportunity to nominate charity of choice every quarter.
• Reward and recognition. We recognise a job well done. OFXers are encouraged to celebrate their peers effort technical expertise or support through a range of global and regional channels and awards including quarterly and annual awards milestones and shout outs.
• Showing our social side. Our Good Vibes employee-led committees around the globe organize events to help keep our employees engaged inside and outside the office. Whether its a wellbeing activity end of year celebration or a monthly team get-together our team wants you to feel welcome!
• Benefits that mean something. We offer a range of fantastic benefits including primary and secondary gender neutral carer parental leave (16 weeks) or birthday leave youll feel well-supported at OFX.
• A great work environment. Enjoy work-life balance and flexibility with our hybrid work model in an inclusive diverse and non-hierarchal culture.

At OFX we are committed to fostering a diverse inclusive and accessible workplace where we value respect and encourage our people to be their authentic selves. With an employee base as diverse as the clients we serve we know that fostering an inclusive workplace is fundamental to our continued success. If you require accommodation for any portion of the recruitment and hiring process please email us at .

We encourage you to apply if this role aligns with your career aspirations.

Remote Work :

No

Employment Type :

Full-time