zopa - Financial Crime Specialist - Transaction Monitoring

• 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.