Complaints & Fraud Investigator

Carmoola; City Of London; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A financial technology company is seeking a driven Fraud Investigator to handle complaints and fraud investigations. Key responsibilities include improving customer experience and conducting thorough investigations. The ideal candidate has strong communication skills and experience in compliance or investigative roles. This position offers a competitive salary and hybrid working options.

Benefits

Competitive salary

Hybrid working

High-impact role with growth opportunities

Culture of trust and ownership

Qualifications

• Exceptional attention to detail.
• Strong written communication skills.
• Proactive mindset able to identify issues early.
• Experience in a compliance or investigative role.
• Familiarity with FCA complaint handling rules.
• Experience in fraud investigations.

Responsibilities

• Investigate complaints, applying FCA's complaint handling rules.
• Identify opportunities to improve the customer journey.
• Conduct root cause analyses for optimal outcomes.
• Execute thorough fraud investigations and produce reports.
• Establish processes to support vulnerable customers.

Skills

Attention to detail

Strong written communication skills

Proactive mindset

Experience in compliance or investigative role

Familiarity with FCA complaint handling rules

Experience conducting fraud investigations

Tools

National Fraud Database

JIRA

Zendesk

Job description

Fraud Investigator

We’re seeking a sharp and driven Complaints and Fraud Investigator to join our dynamic team. Reporting directly to the Head of Risk and Compliance, you will have the unique opportunity to take ownership of the complaints and fraud space. Your work will ensure that we deliver WOW to our customers, our regulatory commitments are met, and Carmoola is safeguarded against fraudulent activities.

Base pay range

£30k – £45k

Responsibilities

• Lead Investigations: Investigate complaints, predominantly relating to vehicle issues, applying the FCA's complaint handling rules and relevant legislation. Determine the validity of vehicle issues and manage independent inspections as necessary.
• Enhance Customer Experience: Identify opportunities to improve the customer journey, whether through enhancing customer support training or feeding insights back to our engineering and product teams.
• Drive Continuous Improvement: Conduct root cause analyses to ensure customers receive optimal outcomes and that we learn and improve from every interaction.
• Master Fraud Prevention: Execute thorough fraud investigations for flagged applicants and produce fraud reports for the senior leadership team.
• Support and Protect: Establish robust processes to support vulnerable customers who have been victims of fraud and ensure timely reporting to the National Fraud Database.

Qualifications

• Exceptional attention to detail, ensuring accuracy in investigations and documentation.
• Strong written communication skills, with the ability to draft clear, structured correspondence.
• A proactive mindset with a strong sense of initiative, able to identify and act on potential issues early.
• Experience in a compliance, complaints, or investigative role, with an understanding of regulatory expectations.
• Familiarity with FCA complaint handling rules and relevant consumer legislation such as the Consumer Rights Act.
• Experience conducting fraud investigations, with exposure to tools like the National Fraud Database, JIRA, or Zendesk.

Who You Are

You are driven by a passion for excellence and delivering the best outcomes for customers. You're detail-oriented, relentless in your pursuit of the truth, and have the ability to clearly explain complex matters. You thrive in an environment where you can take initiative, solve problems creatively, and continuously seek out opportunities to improve. If you love collaborating with a team that's as dedicated to learning and growth as you are, Carmoola is the place for you.

Benefits

• Competitive salary: A range of £30k – £45k
• Hybrid working: Up to 3 days a week in our London office, in the heart of beautiful Primrose Hill (depending on your home location)
• A high-impact role with room to grow: You'll work in a small team with a lot of ownership over your case load
• A culture of trust, kindness, and ownership: We move fast, support each other, and enjoy the ride

Ready to Lead and Innovate?

Join us at Carmoola, where you can shape the future of car finance, set new industry standards, and grow your career in an environment that values your expertise and initiative. Apply today and be part of our journey to revolutionise the fintech landscape.