Complaints and Fraud Investigator

Join the Revolution in Fintech Car Finance Carmoola is a trailblazing fintech car finance lender, and we’re growing faster than ever. After a highly successful launch and securing over £140M in funding, we’re expanding our compliance team. This is your chance to elevate our complaints and fraud operations to the next level, in a company backed by top-tier investors like QED. As we scale following our Series A+ funding round, we are on the lookout for a dedicated individual ready to make a significant impact. 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, 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. 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. If you're passionate about making a difference 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. 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 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.

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