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Salary: GBP 30,000 - 45,000 / annual
Carmoola is a fintech car finance company that has raised over £240m from top-tier investors and served over 10,000 customers. They are seeking a Complaints & Fraud Investigator to join their team, reporting directly to the Director of Legal, Compliance and Collections.
In this role, you will take ownership of the complaints and fraud investigation function, ensuring regulatory compliance and protecting the business from fraudulent activities. Your key responsibilities include:
**Core Responsibilities:**
- Lead investigations into customer complaints, predominantly relating to vehicle issues, applying FCA complaint handling rules and relevant legislation
- Determine the validity of vehicle issues and manage independent inspections as necessary
- Execute thorough fraud investigations for flagged applicants and produce fraud reports for senior leadership
- Establish robust processes to support vulnerable customers who have been victims of fraud
- Ensure timely reporting to the National Fraud Database
- Identify opportunities to improve the customer journey through enhanced support training and insights to engineering and product teams
- Conduct root cause analyses to drive continuous improvement and learning from every customer interaction
**Requirements:**
- Exceptional attention to detail, ensuring accuracy in investigations and documentation
- Strong written communication skills with ability to draft clear, structured correspondence
- Proactive mindset with strong sense of initiative, able to identify and act on potential issues early
- Experience in a compliance, complaints, or investigative role with 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
The company notes that if you don't meet every requirement, you are still encouraged to apply.
