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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: Join a dynamic team to shape the future of car finance and make a real impact.
- Qualifications: Attention to detail, strong communication skills, and experience in compliance or investigations.
- Other info: Opportunity for growth in a fast-paced, supportive environment.
The predicted salary is between 30000 - 45000 £ 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.
Requirements: 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.
Benefits: 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
Contact Detail:
Carmoola 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 about the company culture and what they really value in candidates.
✨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. Tailor your examples to highlight your investigative skills!
✨Tip Number 3
Don’t just wait for the job to come to you! Apply through our website and follow up with a quick email to express your enthusiasm. It shows initiative and keeps you on our radar as we sift through applications.
✨Tip Number 4
Be ready to discuss real-life scenarios during your interview. We want to hear how you’ve tackled complaints or fraud investigations in the past. Bring your A-game and demonstrate your problem-solving skills!
We think you need these skills to ace Complaints & Fraud Investigator in London
Some tips for your application 🫡
Show Off Your Writing Skills: Since strong written communication is key for this role, make sure your application reflects that. Use clear and structured language to showcase your ability to draft correspondence, just like you would in the job.
Tailor Your Application: We want to see how you fit into our mission at Carmoola. Make sure to highlight your experience in compliance or investigations, and relate it back to how you can enhance customer experiences and drive improvements.
Be Proactive: Demonstrate your proactive mindset in your application. Share examples of how you've identified issues early in past roles and taken initiative to resolve them. 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
✨Know Your Regulations
Familiarise yourself with the FCA's complaint handling rules and relevant consumer legislation like the Consumer Rights Act. Being able to discuss these regulations confidently will show that you understand the framework within which Carmoola operates.
✨Showcase Your Investigative Skills
Prepare examples from your past experiences where you've successfully conducted investigations or resolved complaints. Highlight your attention to detail and how you’ve used root cause analysis to improve processes, as this aligns perfectly with the role.
✨Emphasise Customer-Centric Mindset
Carmoola is all about enhancing customer experience, so be ready to discuss how you've identified opportunities to improve customer journeys in previous roles. Share specific instances where your actions led to better outcomes for customers.
✨Demonstrate Proactivity
Illustrate your proactive approach by discussing times when you identified potential issues before they escalated. This will resonate well with Carmoola’s emphasis on taking initiative and solving problems creatively.
