External Dispute Resolution Analyst

What you’ll be doing:

• Managing grievances concerning fraud, involving outside dispute resolution bodies (e.g. Financial Ombudsman Service and Australian Financial Complaints Authority) in accordance with applicable laws and regulations
• Representing Revolut in external dispute resolution platforms
• Identifying, analysing, resolving, and implementing continuous improvements, within fraud disputes handling processes, FinCrime, and other departments for product and process changes.
• Analysing previous case outcomes and conducting root-cause analysis to identify continuous improvement opportunities
• Supporting the development of internal procedures
• Organising and maintaining a central archive of all data, making sure everything is recorded accurately and easily accessible
• Actively contributing to the culture where the fair treatment of customers is a priority
• Seeking to go above and beyond the role by taking real ownership of problems, policies, and procedures from end to end
• Testing and strengthening current quality controls
• Cooperating closely with other departments during case's investigations

What you'll need:

• Experience in financial crime and fraud
• Experience working with regulated complaints/disputes in the UK
• Exceptional knowledge of fraud legislation and regulation in the UK
• Exceptional English communication and writing skills
• Strong analytical and problem-solving skillsto investigate and get to the root of a problem
• Resourceful, knowing where and how to obtain relevant information
• Strategic thinking - knowing when and how to best utilise means of redress (i.e. refunds, including negotiations)
• Great attention to detail
• Motivation and readiness to improve every aspect of Revolut and yourself