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Revolut is a global fintech company on a mission to give people more from their money through products spanning spending, saving, investing, exchanging, and travel. With 80+ million customers and 13,000+ employees worldwide, the company is scaling rapidly while maintaining a strong culture recognized as a Great Place to Work.
The Financial Crime Operations team sits at the heart of Revolut's customer protection efforts, using technology and investigative rigor to prevent fraud and maintain trust. This role focuses on managing complaints and external dispute resolutions—working with customers and outside dispute resolution bodies to resolve escalated fraud cases.
You will manage fraud grievances involving external dispute resolution platforms, representing Revolut in formal proceedings. Key responsibilities include analyzing complex, escalated fraud cases; identifying root causes and implementing continuous improvements in dispute handling processes; analyzing previous case outcomes to strengthen controls; supporting development of internal procedures; maintaining accurate, accessible case archives; and cooperating with other departments during investigations. You'll also test and strengthen quality controls, contribute to a culture prioritizing fair customer treatment, and take ownership of problems and procedures end-to-end.
This is an individual contributor role with significant analytical and investigative scope. You'll work with multiple stakeholders, manage your own workload, and drive improvements in fraud dispute handling processes.
REQUIREMENTS:
- Bachelor's degree (certificate required)
- 3+ years in financial crime investigations, OR 1+ years of fraud-related experience
- Expertise in regulated complaints/disputes and fraud legislation
- Fluency in English and Spanish (C1+ level)
- Experience with investigative methodologies and analytical tools (spreadsheets, filters, pivots, network charts)
- Ability to work with multiple stakeholders and take ownership of assigned work
- Adaptability and experience with fast-cycle feedback
- Strategic thinking skills for determining when and how to use means of redress (refunds, negotiations)
- Strong writing skills
NICE TO HAVE:
- Degree in law or STEM subject
- Professional certification (ICA or ACAMS)
- Experience with FOS (Financial Ombudsman Service)
- Fluency in additional languages
