Complaints and Fraud Investigator, Carmoola
£40-50k
1+ day a week in office
Speedy car financing
Be an early applicant
Speedy car financing
21-100 employees
Be an early applicant
£40-50k
1+ day a week in office
21-100 employees
Company mission
To help customers take control of and experience car finance freedom.
Role
Who you are
- 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
- 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
Desirable
- 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
What the job involves
- 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
- 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
Salary benchmarks
Our take
The current car buying experience lacks clarity around pricing and cost, meaning that buyers are often unable to make informed decisions regarding financing until very late into the process. Carmoola offers a solution to this by providing speedy financing options at the start of the buying process, placing control back into customers' hands.
The company is able to offer this radically different approach through new, innovative ways of approaching risk assessments that are geared towards transparency. Further, while other digital lenders and brokers require some phone calls and paperwork, Carmoola differentiates itself by operating entirely online for a more streamlined customer experience.
Funding has allowed the company to scale rapidly, and future plans include a continuation of this growth through new hires and development invested into its platform.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (last 2 of 5 rounds)
Jan 2024
$19.5m
EARLY VC
Feb 2023
$10.7m
SERIES A
Total funding: $67.2m
Company benefits
- Sky's the limit growth opportunities
- Stock Options, we want you to share in the success that we are building together
- The opportunity to learn fast, amongst like minded peers
- Modern office space in bustling Kings Cross, with all the expected Startup Mod Cons
- 25 days Holiday (+Bank Holidays)
Company values
- Deliver "WOW" - Delivering “wow” is really close to my and the team's hearts. For us, this is the feeling you get when something positive surprises you. This can also be known as the Disney effect. We want to build the greatest car finance company in the world and to do that, we're definitely going to need a little magic 😉
- Love to grow - Growth is really important to us, not only because we are all really motivated by learning but because we're very competitive. We wanted a value that always reminds us there is more to achieve, and more to learn.
- Grit and hard work - Grit and hard work are hopefully obvious ones! We all struggled a lot in our previous business, but so much enjoyment and positivity came from going through hard times. It’s really about sticking together and working hard to enable you to achieve your goals in life. One thing that separates the people who achieve their goals, and the people who don't, is that the former never gave up!
- Don't be a dickhead - This one took a little longer to develop but basically says what it means “Don’t be a dickhead”. We feel it enables you to call out people for being rude, obstructive, or anti-social and encourages a culture of open and honest feedback.
- Always be automating - We covered our focus on automation in my last blog post. Aside from the clear business benefits of automation, it also means that we can eliminate the boring bits in our day-to-day work, and can get to delivering WOW to our customers faster.
Company HQ
Royal Arsenal, London, UK
Articles
Leadership
Roman Sumnikov
(Co-founder & CTO)Held senior and lead roles as a Software Engineer at Avery Products, Book2Meet and Vable. Sumnikov also worked as the Head of Engineering then CTO at Movebubble.
Aidan Rushby
(Co-founder & CEO)Previously the co-founder and CEO of Movebubble.
Amy McKechnie
(Co-founder & Director of Product and Marketing)Previously worked as a Marketing and Events Co-ordinator for Zoopla and founded My Princess Party. McKechnie also worked as Product Owner then Head of Product at Movebubble.
Igor Gordiichuk
(Co-founder & CTO)Previously worked as a Senior Software Engineer and Team Lead at WDS. Also worked as a Lead Software Engineer at Vable and CTO at Movebubble.
Jasper Dykes
(Co-founder & Non Executive Director)Dykes is the founder and current CEO of Fly Now Pay Later. He is also an investor in Revolut and Mercury.
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