HomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us:
1. We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care
2. We believe in technology as an enabler
3. We’re driven by helping customers attain better outcomes
This position is part of the Mable team.
About Mable
Mable is one of Australia's leading and fastest-growing healthtech platforms. As a purpose-driven company, we are where thousands of people with disability and older Australians have connected with independent support workers of their choosing and on terms that suit them.
With more than 25 million hours of support facilitated since 2014, it's no wonder we have been recognised on the AFR's Top 100, Deloitte Tech Fast 50, were previously awarded Australian Growth & Technology Growth Company of the Year.
By working at Mable, you will join a high productivity and dynamic team environment, leading to meaningful change in Australia's care and support sectors.
About the role
The Platform Fraud & Investigations Specialist is responsible for identifying, investigating and preventing fraud across Mable's digital platform to protect the organisation, our customers, independent support workers and partner organisations. Sitting within the Customer Safeguarding team, this role leads complex fraud investigations, identifies emerging fraud risks and develops recommendations that strengthen platform controls, operational processes and fraud prevention capability.
As Mable's subject matter expert for platform fraud and investigations, this role combines operational investigations with strategic fraud prevention to strengthen trust, safety and platform integrity. Working collaboratively across the business, the role provides expert advice and recommendations that influence improvements to reduce fraud risk and protect the platform.
Key Responsibilities
Proactively monitor the platform to identify suspicious activity, emerging fraud trends and potential fraud risks.
Conduct end-to-end investigations into fraud incidents, gathering evidence, determining root causes and assessing customer and business impact.
Investigate identity fraud, account compromise, payment fraud, scams, platform misuse, and other emerging fraud typologies.
Analyse customer behaviour, platform activity and available data to identify fraud patterns, trends and vulnerabilities.
Recommend appropriate actions to minimise customer harm, reduce organisational risk, and strengthen fraud-prevention outcomes.
Identify opportunities to improve platform safeguards, operational processes, and fraud-prevention controls based on investigation findings and trend analysis.
Develop recommendations to strengthen fraud-prevention capabilities and reduce opportunities for fraud across the platform.
Collaborate with Product, Engineering, Data and other business stakeholders by providing fraud expertise and recommendations to support platform and process improvements.
Assess the fraud implications of new platform features, operational changes, and business initiatives, and provide recommendations to minimise risk.
Monitor and report on fraud trends, investigation outcomes, emerging risks and key fraud metrics.
Contribute to the development and maintenance of fraud-related policies, procedures, investigation standards and operational playbooks.
Provide guidance and education to Customer Operations teams to improve the identification, escalation and management of fraud risks.
Stay informed of emerging fraud techniques, industry trends and best practices to continuously improve Mable's fraud prevention capability.
Build strong working relationships across Customer Safeguarding and key stakeholder groups to support effective fraud prevention and investigation outcomes.
Contribute to maintaining a safe, trusted and secure digital platform for customers, independent support workers, partner organisations and Mable.
Skills, Knowledge and Experience
Essential:
Demonstrated experience investigating fraud within a digital platform, trust and safety, financial crime, fraud operations, risk or similar environment.
Strong investigative and analytical skills, with the ability to identify patterns, assess risk and make evidence-based decisions.
Experience in identifying emerging fraud trends and developing practical recommendations to strengthen fraud prevention.
Strong written and verbal communication skills, including the ability to prepare clear investigation reports and recommendations.
Ability to influence stakeholders and build effective working relationships across operational and technical teams.
Knowledge of fraud typologies, including identity fraud, account compromise, payment fraud, scams, social engineering and misuse of digital platforms.
Sound judgement with the ability to balance fraud prevention, customer experience and safeguarding outcomes.
Desirable:
Experience working within an online platform, customer operations, trust and safety, healthcare, disability, aged care, financial services or another regulated industry.
Experience using fraud monitoring tools, case management systems or data analytics to support investigations.
Knowledge of Australian privacy legislation, fraud risk management principles and relevant regulatory obligations.
Experience developing fraud procedures, operational playbooks or investigation frameworks.
