Monzo is looking for a Fraud Investigator to join our Protect pillar. In this role, you will provide after-care to Monzo customers who have fallen victim to value fraud, investigating claims, making decisions, and safeguarding accounts to support our mission to make money work for everyone.
What You'll Do
- Gather evidence from customer claim submissions via in-app chat and calls, probing for further information where needed.
- Investigate fraud claims with empathy and attention to detail, using Monzo’s values to guide your work.
- Make decisions and uphold or decline fraud claims up to a case value of £5,000.
- Submit accounts for closure where first-party concerns are identified following your investigation.
- Triage cases valued at more than £5,000 for upwards escalation.
- Safeguard compromised accounts and take appropriate remedial action.
- Provide advice and support to victims of fraud on future protection measures.
- Complete any required post-investigation activities.
What We're Looking For
- Previous experience in a Fraud role within financial services.
- Excellent English written and verbal communication skills.
- Ability to be persuasive and empathetic in customer interactions.
- Ability to work well independently and be collaborative with a wider team.
- Ability to work effectively to deadlines.
- A values-driven approach in line with Monzo’s core values.
Nice to Have
- Familiarity with common fraud typologies.
- Experience in banking or other financial services such as FOS or HMRC.
- Strong expertise in investigating, problem-solving, and decision-making.
Team & Environment
You will be part of the Financial Crime & Fraud Collective, specifically the Fraud Protect team, working within a diverse and inclusive environment designed for all people to do the best work of their lives.
Benefits & Compensation
- Compensation range: £26,000 - £31,400 + equity in the form of stock options.
- A learning budget of £1,000 a year for books, training courses, and conferences.
- Option to work from the Cardiff office if preferred.
Work Mode
This role is remote within the UK.
We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.
