Client Protection Specialist

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.

This is a hybrid role based in our London office – enjoy the flexibility of working both in-office and from home.

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.

What you bring: 

• 1–2 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.

We’re OFXers because we want to make a difference. We see challenges as opportunities and we’re not afraid to roll up our sleeves to get stuff done. We’re 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. We're 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 it’s 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, you'll 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 [email protected].

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

We may use artificial intelligence (AI) tools to support certain stages of the hiring process. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are always made by humans. While our Applicant Tracking System (ATS) includes AI features, we do not rely on the features to review or assess resumes against job requirements. All resumes are manually reviewed by our hiring team.

#LI-Hybrid

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 [email protected].

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