[Hiring] Fraud Protect 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-6pm & 1 week in 3 shifts will be 1-10pm & 2 in 4 Saturdays.

Qualifications

• Excellent English written & verbal communication skills
• Previous experience in customer service or a related field
• Experience in customer service, banking or other financial services such as FOS, HMRC (advantageous in a Fraud related role)
• 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

• Gathering evidence from customers’ claim submissions via our In app chat function and calls to and from customers
• Probing for further evidence where needed
• Use of Monzo’s values to investigate claims with empathy and attention to detail
• Making decisions on cases and uphold or decline fraud claims up to a case value of £5,000
• Submitting accounts for closure where first party concerns are held following investigation (in line with relevant guidance)
• Triaging cases with a value of more than £5,000.00 for upwards escalation
• Safeguarding compromised accounts and taking appropriate remedial action to ensure customers can resume safe usage of their Monzo account
• Providing advice and support to victims of fraud on how they can protect themselves in the future
• Completing any post-investigation activity as required

Benefits

• 💰 £27,700 - £33,600 ➕ 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!