Operations Investigations Graduate (Fintech)

Location: London, United Kingdom; hybrid. Home working is available on Mondays and Fridays, with office attendance on other weekdays.

Company

hirify.global is a fintech company building consumer finance products including loans, credit cards, and car finance for the UK and US markets.

What you will do

• Investigate and resolve complaints relating to loans, credit cards, and auto-finance products.
• Manage and prioritise a live, increasingly complex caseload while meeting KPI standards and deadlines.
• Communicate with customers by phone and in writing, including handling difficult situations professionally.
• Write final response letters explaining decisions, rationale, compensation, and Financial Ombudsman Service referral rights.
• Maintain evidence-based records and apply complaint-handling standards consistently.
• Identify root causes and provide feedback to frontline and product teams to improve products and processes.

Requirements

• Degree-level education.
• Exceptional written communication and the ability to explain complex decisions clearly.
• Strong investigation, analysis, problem-solving, and dispute-resolution skills.
• Ability to organise and self-manage a caseload, prioritise work, and meet deadlines.
• Sound judgement, resilience, adaptability, and a strong customer-focused moral compass.
• Willingness to learn FCA regulation, DISP complaint-handling rules, and related guidance.

Culture & Benefits

• Structured training, coaching, and quality feedback while developing into a Complaints Officer.
• Private health insurance and in-office lunches prepared by in-house chefs from Tuesday to Thursday.
• Hybrid flexibility with optional home working on Mondays and Fridays.
• Compensation package including equity.
• Inclusive and open workspace in London.

Hiring process

• 15-minute cognitive assessment.
• Phone call with the Talent team.
• Onsite assessment centre followed by a final interview with the Complaints Management team.