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For Companies At a Glance
- Tasks: Investigate complaints and fraud, enhancing customer experience and driving continuous improvement.
- Company: Carmoola, a revolutionary fintech company transforming car finance.
- Benefits: Competitive salary, hybrid working, and a culture of trust and ownership.
- Why this job: Shape the future of car finance and set new industry standards.
- Qualifications: Attention to detail, strong communication skills, and experience in compliance or investigations.
- Other info: Join a dynamic team dedicated to learning and growth.
The predicted salary is between 24000 - 36000 £ per year.
Join the Revolution in Fintech Car Finance At Carmoola, we’re transforming the way people get on the road - making it faster, fairer, and entirely customer-centric. We’ve started with car finance, reimagining it from the ground up with a seamless, digital experience that puts drivers in control. Since our launch, we’ve raised over £240m from top-tier investors, helped over 10,000 customers get behind the wheel, and we’re scaling rapidly.
Your Role in Shaping Our Future We are searching for an exceptional 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. This isn’t just a job; it’s a chance to innovate and set new standards in how we handle these functions. Your work will ensure that we deliver WOW to our customers, our regulatory commitments are met, and Carmoola is safeguarded against fraudulent activities.
What You’ll Do
- Lead Investigations: Investigate complaints, predominantly relating to vehicle issues, applying the FCA's complaint handling rules and relevant legislation. You will 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.
What You’ll Bring
- 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.
If you’re driven to deliver fair outcomes and thorough investigations - but don’t meet every requirement - we still encourage you to apply. We’d love to hear from you!
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.
What’s in it for You
- 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.
Complaints & Fraud Investigator employer: Carmoola Limited
Contact Detail:
Carmoola Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints & Fraud Investigator
✨Tip Number 1
Get to know the company inside out! Before your interview, dive into Carmoola's mission and values. Understanding their customer-centric approach will help you align your answers with what they’re looking for.
✨Tip Number 2
Practice your storytelling skills! Be ready to share specific examples of how you've handled complaints or fraud investigations in the past. This will show them you’ve got the experience and the passion to deliver WOW to customers.
✨Tip Number 3
Don’t shy away from asking questions during your interview. Show your curiosity about how Carmoola tackles challenges in the complaints and fraud space. It’ll demonstrate your proactive mindset and genuine interest in the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team and ready to be part of the Carmoola revolution.
We think you need these skills to ace Complaints & Fraud Investigator
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints & Fraud Investigator role. Highlight your relevant experience in compliance and investigations, and show us how your skills align with our mission at Carmoola.
Show Off Your Communication Skills: Since strong written communication is key for this role, ensure your application is clear and structured. Use concise language and avoid jargon, so we can easily see your ability to convey complex information effectively.
Demonstrate Your Attention to Detail: We love candidates who are detail-oriented! Double-check your application for any typos or errors, and consider including examples of how you've successfully managed investigations or complaints in the past.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to join our team at Carmoola!
How to prepare for a job interview at Carmoola Limited
✨Know Your Stuff
Before the interview, make sure you’re well-versed in the FCA's complaint handling rules and relevant legislation. Brush up on your knowledge of the Consumer Rights Act and be ready to discuss how these apply to real-world scenarios.
✨Showcase Your Investigative Skills
Prepare examples from your past experiences where you successfully led investigations or resolved complaints. Highlight your attention to detail and how you’ve used root cause analysis to improve processes or customer experiences.
✨Communicate Clearly
Practice articulating complex issues in a straightforward manner. Since strong written communication is key for this role, consider drafting a few sample emails or reports that demonstrate your ability to convey information clearly and concisely.
✨Be Proactive and Solution-Oriented
During the interview, express your proactive mindset by discussing how you identify potential issues early and take initiative to resolve them. Share any innovative ideas you have for enhancing customer support or fraud prevention processes.
