Description
We’re Zopa, a bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance.
As a Financial Crime Specialist, you will protect Zopa and its customers by investigating complex transaction monitoring activity, making clear and well-evidenced decisions, and escalating suspicion appropriately.
Responsibilities
- Investigate and make risk-based decisions: Review and investigate Transaction Monitoring alerts across Zopa products, identifying activity linked to money laundering, fraud, terrorist financing and other relevant financial crime typologies.
- Take ownership of complex cases from investigation through to decision, using contextual analysis, linked-account insights and appropriate risk mitigation.
- Make timely, proportionate and well-evidenced decisions, including account restrictions and escalations where required.
- Escalate suspicious activity in line with internal procedures and relevant legal and regulatory obligations.
Assure AI and strengthen our controls
- Use AI-enabled monitoring tools in your day-to-day casework, critically assessing alerts, summaries and recommendations rather than accepting outputs at face value.
- Assess whether AI-led decisions and customer journeys are delivering the right financial crime and customer outcomes, identifying and escalating quality, risk or control concerns.
- Share insights from investigations to help improve monitoring rules, AI performance, customer questioning and operational controls.
Deliver strong customer and operational outcomes
- Maintain clear, accurate investigation records and rationales, documenting the evidence considered, decisions made and risks mitigated.
- Handle inbound and outbound telephone and chat conversations with professionalism and empathy, including conversations with customers whose accounts have been suspended.
- Collaborate across Financial Crime, Fraud, Customer Support, Product and Risk to progress investigations, resolve issues and improve customer outcomes.
About you
- Proven experience investigating complex Transaction Monitoring and/or mule activity cases end to end, including making alert decisions and escalating suspicious activity where appropriate.
- A strong interest in technology-led environments, with an understanding of how AI can support day-to-day decision-making and improve outcomes.
- A sound understanding of UK financial crime requirements, including POCA, the Money Laundering Regulations and FCA expectations.
- Strong analytical judgement, with the ability to interpret complex information, identify relevant risks and produce clear, evidence-based rationales.
- Confidence in challenging AI-generated summaries, recommendations and decisions, while taking accountability for the final outcome.
- Excellent written and verbal communication skills, including the ability to handle sensitive customer conversations with care and professionalism.
- The ability to manage competing priorities in a fast-paced environment without compromising decision quality or control standards.
- A good understanding of retail banking products, including payments, savings and investment transactions.