Complaints & Fraud Investigator

At Carmoola, we’re transforming the way people get on the road - making it faster, fairer, and entirely customer-centric. We've started with car finance, reimagining it from the ground up with a seamless, digital experience that puts drivers in control.

Since our launch, we've raised over £240m from top-tier investors (including QED), helped over 10,000 customers get behind the wheel, and we're scaling rapidly.

To take things to the next level, we're seeking a sharp and driven Complaints and Fraud Investigator who is passionate about delivering the best service to customers and protecting our business.

We are searching for an exceptional Complaints and Fraud Investigator to join our dynamic team. Reporting directly to the Director of Legal, Compliance and Collections, 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.

• 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 and produce fraud reports for the 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.

• Exceptional attention to detail, ensuring accuracy in investigations and documentation.
• Strong written communication skills, with the ability to draft clear, structured correspondence.
• A proactive mindset with a strong sense of initiative, able to identify and act on potential issues early.
• Experience in a compliance, complaints, or investigative role, with an 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.

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: £30k-45k depending on experience
• Yearly performance-based pay reviews
• Hybrid working: Up to 3 days a week in our London office, in the heart of beautiful Primrose Hill (depending on your home location)
• Holidays
  : 25 days + bank holidays, plus an extra day on your birthday
• Year-end recognition award
• Private healthcare
• Pension: 5% employer matched contribution
• mega-talented and high performing team
• The chance to play a pivotal role inside a fast-growing fintech during a meaningful stage of its journey.