Subject Matter Expert (FinCrime 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 50+ 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 10,000+ 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

Our Fraud Escalations team is responsible for investigating and responding to all fraud-related customer escalations across Revolut's products and jurisdictions. These special agents partner internally with Fraud, Financial Crime, Complaints, and Legal teams and also lead engagements with External Disputes Resolution organisations such as the UK Financial Ombudsman Service on topics relating to fraud 🚀

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. Someone who enjoys getting into the details of investigating complex and escalated fraud and scam cases ⭐

So if you’re ready to stop simply providing a service and want to join us in delivering WOW to our customers, 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
• Strong analytical and problem-solving skills to investigate, get to the root of a problem, and efficiently resolve complex cases
• Great attention to detail
• Motivation and a readiness to improve every aspect of Revolut

Nice to have

• Knowledge of Revolut products and features

Compensation range

• Vilnius: €2,700 - €3,900 gross monthly*
• Lithuania: €2,700 - €3,900 gross monthly*
• Other locations: Compensation will be discussed during the interview process

*Final compensation will be determined based on the candidate's qualifications, skills, and previous experience

Building a global financial super app isn’t enough. Our Revoluters are a priority, and that’s why in 2021 we launched our inaugural D&I Framework, designed to help us thrive and grow everyday. We're not just doing this because it's the right thing to do. We’re doing it because we know that seeking out diverse talent and creating an inclusive workplace is the way to create exceptional, innovative products and services for our customers. That’s why we encourage applications from people with diverse backgrounds and experiences to join this multicultural, hard-working team.

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