Senior Dispute Investigator

About the role – Permanent, Full-time

Join a team where your investigation expertise goes beyond resolving disputes-you will help protect members and shape how the bank supports victims of scams and fraud. 

Key responsibilities include:  

• Lead complex card dispute investigations – take ownership of significant and complex card disputes, drawing on expertise across Financial Crimes to investigate cases thoroughly and reach quality, well-supported outcomes.

• Make a meaningful difference for members impacted by scams and fraud – lead sensitive and industry-leading conversations with members who have fallen victim to scams and fraud, recognising vulnerability and supporting them through their end-to-end dispute journey.

• Apply your expertise to deliver fair and timely outcomes – use your knowledge of fraud types, card fraud controls, ePayments Code requirements and scheme rules to assess disputes, determine appropriate outcomes and assist members to recover lost funds.

• Exercise delegated authority and influence outcomes – make decisions within delegated authority, including offering upfront refunds in line with guidelines, and prepare recommendations for Management on complex or high-value matters.

• Be a subject matter expert and trusted adviser – provide dispute investigation expertise, guidance and support to Dispute Investigators, Financial Crimes colleagues and stakeholders on complex dispute types, investigation findings and regulatory or scheme requirements.

• Help shape the future of fraud and scam support – identify opportunities to minimise and recover member and bank losses, contribute to continuous improvement initiatives and help cement the bank’s place as an industry leader in fraud and scam support for victims.

About you:

This is an opportunity to make a genuine difference at the intersection of financial crime, member protection and complex investigations. As a trusted subject matter expert, you’ll influence how disputes are managed, support and develop others, and identify opportunities to minimise losses and improve the end-to-end member experience. 

To be successful in this role, you will:

• Bring strong fraud and dispute investigation expertise, with experience investigating complex card disputes and a sound understanding of fraud types, card fraud controls and dispute processes.

• Put members at the centre of your decisions, demonstrating empathy and sensitivity when supporting members who have experienced scams or fraud, while remaining objective, impartial and focused on achieving fair outcomes.

• Have strong regulatory and scheme knowledge, with an understanding of the ePayments Code, Visa scheme rules and relevant financial services regulatory requirements, and the ability to apply this knowledge to complex investigations.

• Demonstrate sound judgement and decision-making, with the confidence to exercise delegated authority, assess evidence, make recommendations and manage sensitive or unreasonable disputes professionally.

• Be a strong communicator and influencer, able to conduct quality conversations with members and provide clear advice and subject matter expertise to Dispute Investigators, Financial Crimes teams and other stakeholders.

Location:

Whilst our primary office locations are in Adelaide and Brisbane, we are pleased to be able to consider applications from employees within Australia for this role. We also encourage you to put thought into how the work may be undertaken given your location and what support you may require.

Why you’ll love working with us: 

People First Bank – our new brand – says exactly what we’re all about: people. We're committed to supporting and growing our team and creating an outstanding work environment.

You’ll have access to financial and lifestyle benefits to support your success and individuality:

• Flexibility and hybrid working arrangements.
• Enhance your salary with discounts on banking, health insurance, and shopping across Australia.
• Advance your career with training, study support, and project opportunities.
• Competitive leave benefits that empower employees to take time for themselves and loved ones.
• Wellbeing support with our Employee Assistance Program, wellbeing leave, mental health app, and mental health ambassadors’ program.
• Make a difference with paid volunteering, Workplace Giving, and diverse community initiatives.
• Be recognised for your contributions through our peer-driven recognition program.

A bit about People First Bank:  

In March 2023, People’s Choice and Heritage Bank merged to form Heritage and People’s Choice Limited - Australia's leading mutual bank.  We are now on an exciting journey to bring together our products, services, and technology under a single brand - People First Bank.

We have over 700,000 members and 1,900 employees, with dual head offices in Adelaide and Toowoomba, an Australian-based contact centre and branches across five states. 

With a vision ‘To deliver positive change through banking’, People First Bank serves members and contributes to the community, while offering an inclusive, flexible work environment. We’re big enough to make an impact; but agile enough to influence and do interesting work.

Apply online now:

If this sounds like you, this could be the next step in your career. Click 'Apply' now and submit your application, including a cover letter and current resume by COB Monday, 5th October 2026.

We are committed to diversity and inclusion and support candidate requests for adjustments to enable everyone to equitably participate in our selection process.