Fraud Investigation Analyst

This is a level 1 or level 2 position. Cleo has 5 internal levels of competency within Product Analytics. See our skills framework for how we differentiate on seniority.

W_e strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds._ If there’s anything we can do to accommodate your specific situation, please let us know.

About Cleo

People come to Cleo to do work that matters. Every day, we empower people to build a life beyond their next paycheck, building a beloved AI that enables you to forge your own path toward financial well-being.

Backed by some of the best-known investors in tech, we’ve reached millions of people to support them throughout their financial lives. We're hitting headlines too. This year, Forbes named us as one of their Next Billion Dollar Startups, and we were crowned the 'Hottest Tech Scaleup' at the Europas.

Follow us on LinkedIn to keep up to date with new product features and insights from the team.

What You'll Be Doing

As a Fraud Investigation Analyst at Cleo, you will play a critical role in safeguarding our company and users from fraudulent activities. Your responsibilities will include:

• Manual Review of Emerging Disputes and Fraud Cases: Investigate reported fraud cases and disputes to uncover broader trends and patterns. Your insights will be pivotal in understanding and preventing future fraud attempts.
• Collaboration with Fraud Analysts: Work closely with our fraud analyst to provide the customer-level insights to develop new rules and strategies to combat emerging fraud tactics.
• Process Development and Feedback Management: Establish and refine processes for fraud review, ensuring that feedback loops are effectively managed. Your role will be essential in ensuring that feedback reaches rule development and is incorporated into our anti-fraud measures.
• Reactive Mitigation of Fraud Attacks: Respond swiftly to mitigate ongoing fraud attacks by identifying root causes and working with the team to launch immediate 'stop the bleed' rules. Following these initial measures, as a team you will develop more refined and effective rules.
• User Complaint Analysis: Address user complaints regarding our fraud rules, identifying pain points and areas for improvement to enhance user experience and fraud prevention effectiveness.
• Capacity Management: Ensure that the backlog of disputes is effectively reviewed and that capacity planning is optimized. You will be responsible for managing the workload and ensuring timely resolution of cases.
• Reviewer Tools Management: Oversee the tools and resources available to reviewers, ensuring they have the necessary information to tag cases accurately and efficiently.

About You

To be successful in this role, you should possess the following qualifications and attributes:

• Experience: You have a minimum of two years of experience in the field of fraud investigation.
• Versatility: You can seamlessly switch between reactive and proactive work, handling urgent fraud cases while also focusing on long-term prevention strategies.
• SQL Proficiency: You have hands-on experience with SQL, using it to analyze data, identify trends, and support your investigations.
• Detail-Oriented: You have a keen eye for detail, with a passion for uncovering trends and insights from complex data sets.

Join us at Cleo, where your expertise will help us stay ahead of fraud and ensure a secure environment for our users. If you're passionate about fraud investigation and thrive in a fast-paced, dynamic setting, we would love to hear from you.

What do you get for all your hard work?

• A competitive compensation package (base + equity). You can view our public skills framework and salary bandings here - The band for this role is £36,170-£70,204.
• Work at a fast-growing UK startup, backed by top VC firms - Sofina, Balderton, EQT Ventures - that still has a sense of its values
• A clear progression plan. We want you to keep growing. You will always have a clear development plan, built using our skills framework, and a people-manager who works hard to help you on that journey.
• Hybrid-first: Join our hybrid-first team, where we blend the best of both remote and in-office work. London based employees come to our London office 1-2 times a week, however we're open to remote employees for this role. If London based, on Thursdays, we buy you lunch but you can come to the office on whichever days work best for you!
• And the rest!
  • Performance reviews every 8 months, with generous pay increases and equity top-ups for high performers
  • Private Medical Insurance, dental cover, life assurance
  • 25 days annual leave + 1 additional day for every year you spend at Cleo (+ public holidays)
  • 6% employer-matched pension
  • 1 month paid sabbatical after 4 years at Cleo
  • Enhanced parental leave
  • Access to Learnerbly, Reforge, and other L&D portals
  • Online mental health support via Spill
  • We'll pay for your OpenAI subscription
  • Regular socials and activities, online and in-person
  • And more! Check out our full benefits package

UK App access: The Cleo app is no longer downloadable in the UK. Why? 99% of our users are based in the US – where financial health is often overlooked. We’ve shifted our focus to where we can provide the most value and make the greatest impact for users. We’ll be returning to support UK users in the future.