Job Description

At 118 118 Money, we are dedicated to helping Britain achieve financial fitness. In 2023, we proudly relaunched the iconic 118 118 twins, reaffirming our commitment to improving the financial health of individuals across the nation. Our loans and credit cards are designed specifically for those often overlooked by mainstream lenders, empowering over 800,000 customers on their journey to better financial well-being.

Our vision is to champion financial fitness throughout Britain by offering accessible products, valuable resources, and unwavering support. We are on a mission to provide fair and transparent credit solutions that promote financial well-being for all.

With an impressive 4.8 Trustpilot rating, we take pride in being an approachable lender, ready to provide clear financial support. If you're inspired by what you've read and want to make a real difference in people's lives, keep reading -- your next opportunity to contribute to our mission could be just a few clicks away!

About the Role

The Fraud Investigator will play a key role in the prevention, detection, and investigation of fraud, supporting the Fraud & Financial Crime Manager as part of the 1st Line of Defence. This position is critical to safeguarding the business and its customers against fraud threats, including Impersonation/ID Theft, Scams, Account Takeover and Disputed Transactions. The role demands meticulous attention to detail and the ability to collaborate effectively with internal and external stakeholders.

Key Responsibilities

Fraud Investigation and Decision-Making

Investigate potential fraudulent activity by analysing all available information, including bureau data, call recordings, contact details, bank account details, and identity documents, to reach informed lending decisions.

Complete the review and assessment of each referred application within agreed service level agreements (SLAs).

File relevant information on the CIFAS database in accordance with CIFAS rules.

Process Improvement and Risk Mitigation

Follow existing fraud detection processes while proactively identifying vulnerabilities in systems.

Victim Support and Communication

Ensure potential fraud victims are promptly informed of investigations and company conclusions.

Communicate clearly and professionally with customers, external agencies, and senior management through written and verbal channels.

Customer Interactions

Handle customer interactions across all channels, including phone, chat, and email, for both loans and card-related fraud or disputes.

Provide customers and colleagues with professional, enthusiastic, and knowledgeable service at all times.

Compliance and Reporting

Conduct all procedural checks, including system and manual reviews such as Credit Reference Bureau, CIFAS, and employment confirmation, ensuring the accuracy of information and documentation.

Maintain up-to-date knowledge of regulatory and legislative requirements, including Money Laundering, Data Protection, Consumer Credit, Proceeds of Crime Act, and Fraud Act regulations.

Workload Management and Productivity

Effectively manage individual workloads to ensure productivity targets are met.

Ensure all investigations and referrals are processed accurately and efficiently.

Occasionally Investigating potential sanctions, PEP and Adverse Media matches.

General Duties

Undertake any other reasonable tasks as requested by management.

Actively support the team and contribute to a collaborative working environment.

Qualifications & Experience

Prior exposure to or understanding of anti-financial crime systems and controls is desirable but not essential.

Strong desire to learn and develop new skills within the financial crime field.

Adaptable, flexible, and enthusiastic with a strong team player mindset.

Computer literacy, including proficiency in MS Office applications.

Excellent written and verbal communication skills.

Strong analytical and decision-making abilities.

Equal Opportunity Employer

At 118 118 Money we are passionate about equality, diversity, and inclusion. We are committed to being representative of different cultures, background, lifestyles, and groups, where everyone has an equal chance to succeed. It is our policy to treat everyone fairly and to ensure no one is disadvantaged or receives less favourable treatment.

How we handle your data

118 118 Money requires your personal data to process your application for a position within our Company. If your application is successful through to telephone screening/interview, and you are not selected for a role, we may store your personal data for 12 months to enable our HR team to contact you should future roles be advertised.

Job Types: Full-time, Permanent

Pay: Up to 30,000.00 per year

Benefits:

Company events Company pension Cycle to work scheme Life insurance Sick pay
Application question(s):

This is a hybrid role, are you able to commute to Cardiff City Centre?
Experience:

Fraud or Financial Crime: 1 year (preferred)
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in Cardiff CF10 4BZ