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For Companies At a Glance
- Tasks: Investigate complaints and fraud, enhancing customer experience and driving continuous improvement.
- Company: Carmoola, a fintech company revolutionising car finance with a customer-centric approach.
- Benefits: Competitive salary, hybrid working, and a culture of trust and ownership.
- Why this job: Join a dynamic team to innovate and set new standards in customer service and fraud prevention.
- Qualifications: Attention to detail, strong communication skills, and experience in compliance or investigations.
- Other info: Opportunity for growth in a supportive environment focused on learning and collaboration.
The predicted salary is between 30000 - 45000 £ per year.
Join the Revolution in Fintech Car Finance at Carmoola, where we are transforming the way people get on the road - making it faster, fairer, and entirely customer-centric. Since our launch, we have raised over £240m from top-tier investors, helped over 10,000 customers get behind the wheel, and we are scaling rapidly.
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. Your work will ensure that we deliver WOW to our customers, our regulatory commitments are met, and Carmoola is safeguarded against fraudulent activities.
Your Role in Shaping Our Future
- 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 in London employer: Carmoola Limited
Contact Detail:
Carmoola Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints & Fraud Investigator in London
✨Tip Number 1
Network like a pro! Reach out to people in the fintech space, especially those who work at Carmoola. A friendly chat can open doors and give you insider info on what they’re really looking for.
✨Tip Number 2
Prepare for the interview by diving deep into Carmoola’s mission and values. Show us how your passion for customer service and fraud prevention aligns with our goal of delivering WOW experiences.
✨Tip Number 3
Practice your problem-solving skills! Be ready to tackle hypothetical scenarios related to complaints and fraud during interviews. We want to see how you think on your feet and handle tricky situations.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team and revolutionising car finance.
We think you need these skills to ace Complaints & Fraud Investigator in London
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 what we're looking for 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 to demonstrate your ability to explain complex matters simply.
Be Proactive in Your Approach: We love candidates who take the initiative! In your application, share examples of how you've identified and acted on potential issues in previous roles. This will show us you're ready to tackle challenges head-on.
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 FCA complaint handling rules and relevant consumer 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 handled complaints or conducted fraud investigations. Highlight your attention to detail and how you’ve used root cause analysis to improve processes or customer outcomes.
✨Be Customer-Centric
Carmoola is all about delivering WOW to customers. Think of ways you can enhance the customer journey and be ready to share your ideas during the interview. Show that you understand the importance of customer experience in your role.
✨Ask Insightful Questions
At the end of the interview, don’t shy away from asking questions. Inquire about the team dynamics, the tools they use for fraud investigations, or how they measure success in the complaints process. This shows your genuine interest in the role and the company.
