Complaint Investigation jobs in Melbourne VIC

People deserve more from their money. More visibility, more control, and more freedom. Since 2015, Revolut has been on a mission to deliver just that. Our powerhouse of products — including spending, saving, investing, exchanging, travelling, and more — help our 75+ million customers get more from their money every day.

As we continue our lightning-fast growth,‌ 2 things are essential to our success: our people and our culture. In recognition of our outstanding employee experience, we've been certified as a Great Place to Work™. So far, we have 13,000+ people working around the world, from our offices and remotely, to help us achieve our mission. And we're looking for more brilliant people. People who love building great products, redefining success, and turning the complexity of a chaotic world into the simplicity of a beautiful solution.

Financial Crime Operations is at the forefront of Revolut’s efforts to keep customers and their money safe. Team members work directly with customers to resolve issues and flag potential concerns. Using cutting-edge technology and sharp attention to detail, they help prevent financial crime and keep trust at the core of Revolut.

We’re looking for a Financial Crime Analyst to manage complex disputes linked to financial crime. You’ll investigate suspicious activity, review internal SARs, and work cross-functionally to resolve customer disputes within critical regulatory timelines while maintaining high investigation standards.

Ready to shape what’s next in finance? Let’s get in touch.

• Managing end-to-end EDR complaints from AFCA, with a strategic focus on achieving fair, early resolution within the first 21 days of receipt
• Conducting outbound conciliation and negotiation phone calls with complainants to de-escalate complex financial crime issues, rebuild trust, and drive positive customer outcomes
• Reviewing, investigating, and reporting financial crime cases by applying analytical skills and solid decision-making to identify grounds for money laundering suspicion
• Cultivating relationships with AFCA case workers to discuss specific complaints and emerging trends
• Acting as the point of contact for law enforcement agencies in ongoing criminal investigations originating from submitted SARs, and handling consent refusals appropriately
• Conducting rigorous quality assurance (QA) and quality control (QC) on FinCrime-related dispute resolution complaints to identify gaps, ensure compliance, and reduce EDR escalation rates
• Analysing complaint outcomes to feed actionable insights back to Product and FinCrime Operations teams
• Taking ownership of problems to drive systemic improvements
• Providing ongoing account monitoring, organising a central archive of dispute data, and acting in accordance with written policies, procedures, and relevant legislation

• A bachelor's degree
• 3+ years of experience in financial crime investigations, or 1+ years of SAR reporting experience
• Expertise in handling complex complaints or disputes in the Australian financial services market
• Fluency in English (C1+ level) with outstanding verbal and written skills
• Solid critical thinking abilities with experience in investigative methodologies, using analytical tools such as spreadsheets, filters, pivots, and network charts
• Experience conducting quality assurance, auditing, or compliance checks on customer interactions and complaint handling
• The ability to work seamlessly across multiple teams, providing professional and efficient front-line compliance support while taking ownership of your workload
• The ability to work a variety of shifts, including nights and weekends

• Fluency in other languages
• A degree in law or a STEM subject
• A professional certification (e.g., ICA or ACAMS)
• Familiarity with jurisdiction-specific financial regulations
• Experience in crypto or blockchain analysis

Building a global financial super app isn’t enough. Our Revoluters are a priority, and that’s why in 2021 we launched our inaugural D&I Framework, designed to help us thrive and grow everyday. We're not just doing this because it's the right thing to do. We’re doing it because we know that seeking out diverse talent and creating an inclusive workplace is the way to create exceptional, innovative products and services for our customers. That’s why we encourage applications from people with diverse backgrounds and experiences to join this multicultural, hard-working team.

Important notice for candidates:

Job scams are on the rise. Please keep these guidelines in mind when applying for any open roles.

• Only apply through official Revolut channels. We don’t use any third-party services or platforms for our recruitment.
• Always double-check the emails you receive. Make sure all communications are being done through official Revolut emails, with an @revolut.com domain.

We won't ask for payment or personal financial information during the hiring process. If anyone does ask you for this, it’s a scam. Report it immediately.

By submitting this application, I confirm that all the information given by me in this application for employment and any additional documents attached hereto are true to the best of my knowledge and that I have not wilfully suppressed any material fact. I confirm I have disclosed if applicable any previous employment with Revolut. I accept that if any of the information given by me in this application is in any way false or incorrect, my application may be rejected, any offer of employment may be withdrawn or my employment with Revolut may be terminated summarily or I may be dismissed. By submitting this application, I agree that my personal data will be processed in accordance with Revolut's Candidate Privacy Notice