Reputation and Campaign Insights Manager
Lloyds Banking Group
QA Analyst, Fraud and Financial Crime
Lendable
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Lendable: mission to make consumer finance faster, cheaper, and friendlier; fintech scaling loans, credit cards and car finance.
- Fraud and Financial Crime Quality Assurance Analyst to conduct QA reviews on the output of Fraud and Financial Crime teams.
- Review customer interactions against business processes to ensure excellent service and consistent good customer outcomes.
- Work closely with Quality Assurance and Fraud and Financial Crime teams to complete assessments, spot areas for improvement, and drive operational strategy.
- Complete QA assessments including reviews of PEPs and Sanctions, Loan and Card Fraud claims, and Card Disputes; provide clear, constructive feedback and collaborate with agents and investigators.
- Identify trends, support onboarding and training, uphold customer-centric approach, and recommend remediation where necessary.
- Meet personal targets, use AI and digital tools to streamline interactions, identify blockers, and ensure data integrity for audit and learning purposes.
- Provide feedback to enhance knowledge base, participate in process reviews, and stay up to date with system, product, and process changes.
- Respond positively to coaching, demonstrate initiative in learning new tools, and share knowledge to support colleagues.
Requirements
- Previous experience in a Fraud and Financial Crime environment is a must—experience in conducting quality assurance is also beneficial.
- Demonstrated ability to handle complex queries with accuracy, and ownership.
- Confident in following structured processes and able to identify opportunities to improve them.
- Strong communication, rapport-building, and conflict resolution skills.
- Skilled in using digital tools and comfortable adopting new technologies, including AI-driven platforms.
- Organised and able to manage multiple tasks in a fast-paced setting.
- Proactive in offering feedback and participating in process and AI improvement initiatives.
- Customer-focused, with a passion for delivering consistent, good outcomes.
- Resilient, adaptable, and open to constant change and learning.
- Collaborative, supportive team player committed to shared success.
- High level of accountability and personal ownership for customer outcomes and process execution.
- Constructive, solutions-focused approach with willingness to challenge the status quo.
