[Hiring] Fraud Investigator @Monzo

Role Description

We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. Our product offering has grown a lot in the last 10 years in the UK, including:

• Personal and business bank accounts
• Joint accounts
• Accounts for 16-17 year olds
• A free kids account
• Credit cards

Our UK customers can also save, invest, and combine their pensions with us. With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award-winning customer service, we have a long history of creating magical moments for our customers! We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

📍Remote, UK | 💰 £27,700 - £33,600 + Incentive Awards tied to your performance + Benefits

✨ Start date - 31st January 2027

37.5 hours per week, shifts between 9am to 5:30pm / 9:30am to 6:00pm; 1 in 4 Saturdays OR Sundays

Qualifications

• Excellent English written & verbal communication skills
• Previous experience in customer service or a related field
• Ability to be persuasive and empathetic
• Strong expertise in investigating, problem solving, and decision making
• Ability to work well independently & be collaborative with the wider team
• Ability to work to deadlines
• Values driven approach in line with Monzo’s core values

Requirements

• Investigating and actioning fraud reports received from other financial institutions
• Probing for further evidence where needed
• Using Monzo’s values to investigate claims with empathy and attention to detail
• Investigating and reporting fraud to other banks when our customers have been a victim of fraud
• Triaging and taking initial action on inbound communications from a range of institutions
• Creating and actioning indemnities and defunds where needed
• Reporting to CIFAS

Benefits

• £27,700 - £33,600 base salary ➕ Incentive Awards tied to your performance
• £1,000 learning budget each year to use on books, training courses, and conferences
• We will set you up to work from home; all employees are given MacBooks and for fully remote workers we will provide extra support for your work-from-home setup
• Plus lots more! Read our full list of benefits

Company Description

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone.

• 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.