Fraud and Privacy Specialist

• Make an impact bringing your ideas and solving complex problems for customers!
• Work for a leading property brand in a collaborative, supportive & growth focused environment!
• Permanent full time role based in Richmond

We're REA
With bold and ambitious goals, REA Group  is changing the way the world experiences property. No matter where you're at on your property journey, we're here to help with every step - whether that's finding or financing your next home.

Our people are the key to our success. At the heart of everything we do, is a thriving culture centred around high performance and care. We are purpose driven and collaborative, which drives innovation and our ability to make a real impact. As such, we’re proud to have been named in Australia’s “Top 5” Best Workplaces two years in a row, as well as being recognised as a Best Workplace for Women.

Which team is this in

The Customer Support team sits within our Customer Solutions & Operations (CSO) function. CSO is accountable for delivering customer and operational excellence through all post-sales service experiences – i.e., customer product & pricing fulfilment, customer servicing and customer credit/payment assistance.  Customer Solutions & Operations reports through to a broader function called Customer Group; consisting of Customer Solutions & Operations, Product & Sales.

User Resolutions is a newly created function within our Customer Solutions & Operations (CSO) team. CSO is largely accountable for delivering customer and operational excellence through pre and post-sales service experiences – i.e, sales support (internal), customer product & pricing operations, customer servicing and troubleshooting, as well as advertising operations, and transformation activities.  Customer Solutions & Operations reports through to a broader function called Customer Group; consisting of Customer Solutions & Operations, Product, Sales, Commercial Growth and Industry Partnerships and Customer Excellence (events, marketing, enablement etc). 

Day to day of the job

The Fraud & Privacy Specialist is responsible for helping to foster a culture of privacy and compliance across the REA sites. Being the go-to contact for all customer and consumer fraud and privacy related enquiries, the role oversees the management of the Fraud & Privacy governance processes and controls.

You will be responsible for the effective and timely investigation and assessment of fraud and privacy incidents and respond on these to our customers and consumers. You model an enterprise mindset when solving issues and collaborating with stakeholders  and foster an always on learning approach within the wider team.

• Maintaining the fraud & privacy incoming enquiries and responding to these in a timely manner.
• Investigating and processing fraud enquiries related to compromised accounts, form misuse, phishing and scam ads.
• Investigating and processing privacy requests related to PI data access, PI deletion, unsubscribe and information requests.
• Proactively identifying and raising potential risks to Risk, Legal and Security teams.
• Lead from where you are – exemplify role model behaviour, lead by example.
• Prioritisation and delivery of tasks depending on business and customer needs across the Fraud & Privacy queue.
• Support the Risk team by sharing knowledge and highlighting potential risks to the business.
• Working as part of a high performing team, driving for performance excellence and stretching outside your comfort zone to develop and grow.
• Driving customer loyalty, advocacy and retention through exceptional customer interactions.

Who we’re looking for 

• Runs on the board: Experience in incident management or risk compliance for a tech platform or within real estate.
• Excellent attention to detail, time management, prioritisation and communication skills with strong stakeholder management and a continuous improvement mindset.
• Comfort in working with a variety of CRM and inhouse systems.
• Someone who is inquisitive and curious by nature with strong investigative experience.
• Someone who looks at tricky situations through a solutions-focused lens.
• Someone who works productively in a fast-paced and agile environment.
• Someone who can persist and perform in ambiguous environments.

The REA experience

The physical, mental, emotional and financial health of our people is something we’ll never stop caring about. This is a place to learn and grow.

Some of our Perks & Benefits include: 

• A hybrid and flexible approach to working
• Flexible leave options including, birthday leave and purchase additional leave
• Flexible parental leave offering for primary and secondary carers
• Our Because We Care program offers employees volunteering leave, community grants, matched payroll giving and our Community Café donates 100% of revenue to charity
• Hackdays so you can bring your big ideas to life  

Our commitment to Diversity, Equity, and Inclusion  

We are committed to providing a working environment that embraces and values diversity, equity and inclusion. We believe teams with diverse ideas and experiences are more creative, more effective and fuel disruptive thinking. If you've got the skills, dedication and enthusiasm to learn but don't necessarily meet every single point on the job description, please still get in touch.

Join our Talent Neighbourhood

Keen to be part of REA but didn't find a perfect match with this opportunity? Perhaps the timing isn't right? You should join our Talent Neighbourhood!

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