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Complaints and Fraud Investigator

2 months ago

London, Greater London, United Kingdom Carmoola Group Full time
{"title": "Complaints and Fraud Investigator", "description": "About the Role

Carmoola Group is seeking an experienced Complaints and Fraud Investigator to join our team. As a key member of our compliance team, you will play a critical role in ensuring that our customers receive fair and transparent complaint outcomes, we meet our regulatory requirements, and Carmoola is protected from fraudulent activities.

Key Responsibilities
  • Investigate all complaints received by Carmoola, with a particular focus on complaints relating to vehicle issues, applying the FCA's complaint handling rules and relevant legislation such as the Consumer Rights Act.
  • Use your judgement to determine whether a vehicle issue exists and meets the threshold for vehicle repair or rejection, organising independent inspections where required.
  • Identify areas to improve the customer experience, either enhancing the customer support training and knowledge base, or feeding any product-related issues back to the engineering or product team.
  • Conduct root cause analysis of complaints to ensure customers are receiving good outcomes where these can be controlled by Carmoola.
  • Complete robust fraud investigations when an applicant is flagged by CIFAS.
  • Design, build and enhance dashboards to improve oversight of complaints and fraud.
  • Produce fraud reports for the senior leadership team and contribute to wider compliance reporting.
  • Evaluate independent vehicle inspection reports to determine whether issues are likely to have been present at the point of purchase.
  • Engage with third parties such as dealerships when required in order to reach amicable resolutions to complaints.
  • Build out further automation around fraud identification within the application flow.
  • Establish processes for supporting vulnerable customers who have been victims of fraud.
  • Report incidents to the National Fraud Database when sufficient evidence is available.
Requirements
  • Strong sense of initiative
  • Experience in a compliance, complaints or investigative role
  • Some familiarity with complaints and FCA handling rules
Nice to Haves
  • Experience of the motor trade
  • Detailed knowledge of the Consumer Rights Act and/or Sale of Goods Act.
  • Familiarity using and navigating the National Fraud Database
  • Experience conducting fraud investigations
  • Experience with tools such as JIRA and Zendesk
About Us

Carmoola Group is a rapidly growing fintech car finance lender. We are a fully automated, direct-to-consumer car finance lender, having raised over £140M and backed by world-leading investors like QED.

We offer a great working environment, hybrid working, and the opportunity to take ownership over Carmoola's fraud controls.

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