FinCrime Subject Matter Expert (Investigations)

About Revolut

People deserve more from their money. More visibility, more control, and more freedom. Since 2015, Revolut has been on a mission to deliver just that. Our powerhouse of products — including spending, saving, investing, exchanging, travelling, and more — help our 70+ million customers get more from their money every day.

As we continue our lightning-fast growth, 2 things are essential to our success: our people and our culture. In recognition of our outstanding employee experience, we've been certified as a Great Place to Work™. So far, we have 13,000+ people working around the world, from our offices and remotely, to help us achieve our mission. And we're looking for more brilliant people. People who love building great products, redefining success, and turning the complexity of a chaotic world into the simplicity of a beautiful solution.

About the role

Financial Crime Operations is at the forefront of Revolut’s efforts to keep customers and their money safe. Team members work directly with customers to resolve issues and flag potential concerns. Using cutting-edge technology and sharp attention to detail, they help prevent financial crime and keep trust at the core of Revolut.

We're looking for a Fraud Subject Matter Expert who has an investigative mindset to help us improve our fraud protection controls and customer support. You'll be investigating complex and escalated fraud and scam cases.

Up to shape what's next in finance? Let's get in touch.

What you'll be doing

• Handling complex fraud and scam cases from Financial Ombudsman Services, collaborating closely with other departments during case investigations
• Acting as a point of escalation for consultations from Complaints and External Disputes teams as well as other stakeholders across the company
• Identifying, analysing, and resolving issues, as well as helping to implement continuous improvements within fraud disputes handling processes and other departments for product and process changes
• Advising teams, such as FinCrime or Compliance, on potential risks of escalations on a case-by-case basis
• Analysing previous case outcomes and conducting root-cause analysis to identify continuous improvement opportunities
• Collaborating with change management and product owners to make sure processes are implemented in a timely manner
• Supporting the development of internal procedures
• Supporting with the ongoing management of training and e-learning materials for the wider Fraud Escalations team
• Actively contributing to a culture where fair treatment of customers is a priority
• Seeking to go above and beyond the role by taking real ownership of problems, policies, or procedures from end to end

What you'll need

• Exceptional communication and writing skills
• Previous experience in financial services
• Experience working with regulated complaints/disputes in the UK
• Knowledge of fraud legislation and regulation in the UK
• Great analytical and problem-solving skills to investigate, get to the root of a problem, and efficiently resolve complex cases
• Impeccable attention to detail

Nice to have

• Knowledge of Revolut products and features