Customer Operations analyst

What you will do every day 📆

You will have a strong sense of purpose as you will be listening to and helping people who have been the victims of scams. The people we deal with are often upset, vulnerable and have run out of options after losing their money to fraud. 

You will be trained to be an expert in fraud regulation, and you will use this knowledge to: 

• Speak to potential clients about what happened to them and get the right information to build out their case. This will be a mix of phone calls and emails
• Make decisions on whether it is suitable for us to take a case on. We can only take on cases with a reasonable chance of success, but even where we don’t take on a case you will explain to the client how to do it themselves
• Provide emotional support to victims by listening to what they’re going through. And feel empowered to help people if they need additional professional support 
• Manage queries and provide updates to existing clients
• Liaise with the banks and the Financial Ombudsman Service regarding our clients’ ongoing cases
• Provide (and receive) constant feedback to other staff to help improve the way we operate
• Help us develop our processes and techniques to improve efficiency

What we want from you 🕵️‍♂️

The job requires someone with a high level of empathy and the ability to manage conversations so that you get all the information you need the first time. You’ll need to write up detailed, organised, and easy to read notes so that cases can be written up on the back of your investigation. 

We also need someone who can quickly get up to speed with complex banking regulation. We will teach you this if you don’t already know it. This will help you to make sure you ask all the right questions to give our client’s cases the best chance of success. 

Required

• Excellent communication skills
• The ability to analyse complex information and put it into plain language
• A commitment to learning
• The ability to self motivate 
• The ability to work with ambiguity as you’ll often be thrown out of your comfort zone
• The ability to manage difficult conversations with people who are often in vulnerable situations

Desirable but not essential

• Financial services experience (especially in complaints or fraud)
• An understanding of cryptocurrencies and payments

What you get from us 🎉

• A supportive team culture that allows you to work with freedom. We don’t like micromanagement. We will be hands-on with training but once you are up to speed, we will trust you and give you the freedom you need to excel 🤝
• You will be trained by the UK’s leading fraud experts; this will give you a great platform to move into banking and financial services or anything financial crime related🕵️‍♂️
• We are a very early stage start up with a founding team from successful startups like Monzo and Weezy. We are completely transparent so you’ll see first hand how a business is built from scratch, which is invaluable if you want to set up your own business in the future🕴️
• We are a growing company, so there are likely to be progression opportunities in the future 📈
• An inclusive, enthusiastic, and determined team culture. Team socials are as important as team meetings! Emojis as standard. Plus, of course, a Macbook and company swag 😏

The package 🤑

Compensation

Starting salary is between £21k and £25k, subject to your experience. 

Location

The role is fully remote within the UK, but there is the option of occasional visits to the London office if that’s what you wish to do. Regular visits to the office during training may be required but we will pay for accommodation if needed. Our employees are based across the country so meets in the London office are not common. 

We are set up for a remote friendly workplace so that you won’t feel isolated working from home. 

Hours

You will work around 9am until 6pm as this is our opening hours. Of course we accommodate flexibility around this if required.