Complaints and Fraud Investigator

2 months ago

London, United Kingdom Carmoola Full time

Intro

Carmoola is a rapidly growing fintech car finance lender. Following a successful launch and further funding rounds, we are now scaling our compliance team and have an amazing opportunity for someone to elevate our complaints and fraud work to the next level.

We are a fully automated, direct-to-consumer car finance lender, having raised over £140M and backed by world-leading investors like QED. After closing our Series A+ funding round, we are focused on scaling the business.

Your Role in Our Mission

We are looking for an exceptional and diligent Complaints and Fraud Investigator to join our team, reporting directly to the Head of Risk and Compliance. 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.

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.
  • Take initiative when dealing with complex cases, such as assessing the validity of innocent purchasers.
  • 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

Need to Haves

  • Strong detail focus and excellent written communication skills.
  • 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

Personality

The right candidate for this role would:

  • focus on delivering the best outcomes for our customers;
  • be very detail-oriented and determined to find the truth;
  • possess a very strong written ability and be able to easily explain complex matters to customers;
  • use their initiative to problem solve without needing strict processes;
  • be curious and committed to improving our products and services; and
  • love working in a collaborative environment where they can learn from others

Benefits

  • £40k-£50k salary
  • Hybrid working, 1 day per week in our London office
  • Opportunity to take ownership over Carmoola's fraud controls
  • Great working environment

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