Financial Crime and Disputes Investigator

[Cardiff] | [3 days in the office per week] 

Financial Crime/Customer Operations
Our Financial Crime team is growing quickly along with the company. They work on the front line to protect the company against financial crime such as money laundering and terrorist financing. From screening, onboarding, transaction monitoring through to CDD and EDD, they make decisions that really matter on a daily basis. 

The Role  

We're looking for a Financial Crime and Disputes Agent to join our first-line team protecting UK and US customers from fraud, financial crime, and payment disputes. This is a hands-on, case-handling role covering both disciplines, from financial crime alerts and due diligence reviews through to disputes and chargebacks, making sure customers get fast and fair outcomes, day in and day out.

This role works a 5-day week, this will include every weekend and every bank holiday Monday, with your rest days falling elsewhere in the week. 

What You’ll Be Doing ️

• Investigating and processing financial crime cases - including due diligence reviews, KYC refreshes, and financial crime alerts and referrals - in line with policy, procedure, and regulatory requirements.
• Investigating and resolving fraud cases, including unauthorised transactions and chargebacks, in line with card scheme rules and regulatory timelines.
• Identifying and appropriately supporting vulnerable customers and victims of fraud throughout their case.
• Keep your knowledge fresh, you’ll be staying up to date with fraud typologies, financial crime risks, and relevant regulation.
• Working collaboratively with the wider Fraud, Financial Crime, Disputes, and Compliance teams to share knowledge, flag emerging risks, and support continuous improvement.

Our Values & Culture

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

We’re Looking For

• Experience in a fraud, financial crime, or disputes role within financial services.
• Strong attention to detail and sound, evidence-based judgement when making case-level decisions.
• Excellent written and verbal communication skills, with a customer-first mindset.
• Comfortable working to targets and SLAs in a fast-paced, high-volume environment.
• A genuine commitment to delivering good customer outcomes..

Diversity & Inclusion
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
Salary Sacrifice Pension Scheme up to 7% match
Octopus EV Salary Sacrifice Scheme
️ 28 days holiday (plus bank holidays)
Annual Learning and Wellbeing Budget
Enhanced Parental Leave
Cycle to Work Scheme
Season Ticket Loan
6 free therapy sessions per year
Dog Friendly Offices
Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.