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- Tasks: Investigate complaints and fraud, enhancing customer experience and driving continuous improvement.
- Company: Carmoola, a fintech innovator transforming car finance with a customer-centric approach.
- 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 in a dynamic environment.
- Qualifications: Attention to detail, strong communication skills, and experience in compliance or investigations.
- Other info: Join a supportive team dedicated to learning and growth.
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. We have raised over £240m from top-tier investors, helped over 10,000 customers get behind the wheel, and we are 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 take ownership of the complaints and fraud space. Your work will ensure that we deliver WOW to our customers, meet our regulatory commitments, and safeguard Carmoola 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.
- 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.
Requirements:
- 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.
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.
Complaints & Fraud Investigator employer: Carmoola
Contact Detail:
Carmoola 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 and skills that align with what we’re looking for, especially in investigations and customer service.
Show Off Your Communication Skills: Since strong written communication is key for this role, ensure your application is clear and well-structured. Use concise language and make your points stand out – we want to see how you can convey complex information simply!
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 your attention to detail has made a difference in your previous roles.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Carmoola
✨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 regulations apply to real-world scenarios.
✨Showcase Your Investigative Skills
Prepare examples from your past experiences where you successfully handled complaints or conducted fraud investigations. Be specific about the steps you took, the challenges you faced, and the outcomes you achieved. This will demonstrate your proactive mindset and attention to detail.
✨Customer-Centric Mindset
Carmoola is all about enhancing customer experience. Think of ways you’ve improved customer journeys in previous roles and be ready to share those insights. Highlight your ability to identify opportunities for improvement and how you can contribute to delivering WOW to customers.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask questions that show your interest in the role and the company. Inquire about their current challenges in complaints and fraud management or how they envision the future of customer service at Carmoola. This shows you’re engaged and thinking ahead.
