[Hiring] Fraud Investigator @Monzo

Role Description

As a Fraud Investigator within our Prevent pillar, you will be at the absolute frontline of our mission to earn and keep our customers’ trust while building a safer society. Your primary focus is providing vital, real-time intervention for customers facing active fraud attempts, specifically managing risks across authorised card and faster payment channels. This is a high-impact, proactive role where you won't just be reviewing cases—you'll be taking decisive action, which includes making calls to guide customers through stressful situations and secure their funds. By preventing losses before they happen, you become a crucial contributor to Monzo’s safe growth and a key defender against financial crime in the industry.

Key Responsibilities

• Real-Time Investigation: Gather and analyse evidence from flagged transaction data to identify active fraud attempts.
• High-Stakes Decision Making: Make confident, independent—and at times collaborative—decisions to either release or block suspicious transactions.
• Customer Intervention: Use Monzo’s values to investigate suspicious activity via phone and chat, balancing professional curiosity with deep empathy.
• Active Safeguarding: Support and reassure customers during active fraud scares, securing compromised accounts and taking remedial action so they can resume safe banking.
• Case Triage & Review: Effectively triage incoming cases and review customer limit increase requests to mitigate potential risk.
• Account Integrity: Manage the account closure process in strict accordance with internal guidance where investigations reveal first-party concerns.
• Educational Support: Empower victims of fraud by providing tailored advice on how to protect themselves from future threats.
• Operational Excellence: Complete all necessary post-investigation activity with high attention to detail to ensure a clean audit trail.

Qualifications

• Experience from Banking, Financial Services (e.g., FOS, HMRC), or Law Enforcement background.
• Familiarity with common fraud typologies and a strong foundation in investigative problem-solving.
• Excellent English written and verbal skills, with the ability to be persuasive yet empathetic.
• Ability to probe deeply during an investigation and clearly explain the "why" behind final decisions.
• Thrives when working autonomously but values being part of a wider, supportive team.
• Genuinely excited about our mission to make money work for everyone.
• Exceptional communication skills used to handle difficult customer conversations.
• Proactive approach to continuous improvement, consistently seeking out and acting upon feedback.
• Confidence to make firm, independent decisions on complex cases without excessive reliance on second opinions.

Requirements

• Enjoy a telephony role as this forms the core part of being a successful investigator.
• Decisive communicator with the ability to make confident, concise decisions under pressure.
• Empathetic and confident in communicating across all channels (phone, in-app chat, and email).
• Solution-oriented problem-solving: Bring solutions rather than just highlighting obstacles.

Benefits

• £16,620–£21,360 per year (pro rata) + Incentive Awards tied to your performance.
• £1,000 learning budget each year for books, training courses, and conferences.
• Setup to work from home with Macbooks provided and extra support for work-from-home setup.
• Plus lots more!

Application Process

The application journey has 3 key steps:

• Some initial application questions (please take your time, we read these carefully!).
• Recruiter Call.
• A remote interview, lasting approximately 1 hour with two team members from the Prevent Team.

Training schedule: You’ll complete an 11-week training programme, working the same permanent Saturday or Sunday rotation that you’ll continue on once training is complete. START DATE: January 18th, 2027.

Equal Opportunities

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.