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Complaints and Fraud Resolution Specialist

2 months ago

London, Greater London, United Kingdom Carmoola Full time
About the Role

Carmoola is a pioneering fintech car finance lender, and we're expanding our compliance team to elevate our complaints and fraud operations to the next level. As a dedicated Complaints and Fraud Investigator, you will have the unique opportunity to take ownership of the complaints and fraud space, ensuring that we deliver exceptional customer experiences, meet regulatory commitments, and safeguard against fraudulent activities.

Key Responsibilities
  • Lead Investigations: Investigate complaints, predominantly relating to vehicle issues, applying the FCA's complaint handling rules and relevant legislation. 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, create and refine dashboards for improved oversight, and produce detailed fraud reports for our 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

Essentials:

  • Exceptional attention to detail.
  • Strong written communication skills and the ability to structure letters in a clear concise way.
  • A proactive mindset with a strong sense of initiative.
  • Experience in a compliance, complaints, or investigative role.

Desirables:

  • Familiarity with FCA complaint handling rules.
  • Experience in the motor trade.
  • In-depth knowledge of the Consumer Rights Act and/or Sale of Goods Act.
  • Familiarity with the National Fraud Database.
  • Experience conducting fraud investigations.
  • Proficiency with tools such as JIRA and Zendesk.
About You

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.

What We Offer
  • Competitive salary: £40k-£50k
  • Hybrid working model: 1 day per week in our London office
  • The opportunity to shape the future of the Fraud and Complaints space at Carmoola as the company grows
  • A vibrant, supportive work environment where innovation and excellence are celebrated
  • Opportunity to discuss flexible working arrangements