[Hiring] Senior Fraud Investigator @Monzo

Role Description

As a Senior Fraud Investigator, you will be part of the Prevent pillar which provides vital intervention and education to Monzo customers who are experiencing potential active fraud attempts on their funds across two main channels:

• Authorised card payment fraud
• Authorised faster payment fraud

Your day to day responsibilities include:

• Supporting the quality of performance and knowledge across the Prevent pillar by answering escalations and supporting operational changes.
• Speaking to customers who are at potential risk of the most complex scams.
• Completing complex investigations from start to finish for customers and providing clear feedback to teams.

Specific responsibilities include:

• Gathering evidence from flagged transaction data.
• Using Monzo’s values to investigate the nature of suspicious transactions with empathy and attention to detail.
• Reassuring and supporting customers through the process of identifying active fraud.
• Independently making decisions on cases and releasing or blocking flagged transactions up to a case value of £59,999.00.
• Submitting accounts for closure where first party concerns are held following investigation.
• Triaging cases with a value of more than £59,999.00 for upwards escalation.
• Safeguarding compromised accounts and taking appropriate remedial action.
• Providing advice and support to victims of fraud on how they can protect themselves in the future.
• Handling non-FOS complaints and feeding back to Investigators and their managers.

Qualifications

• A strong understanding of regulatory requirements in fraud and/or financial crime.
• A strong knowledge of cryptocurrency and how this is used in fraud typologies.
• Excellent English written & verbal communication skills and experience speaking to victims of potential fraud.
• 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

Shift pattern: 37.5 hours per week - Monday to Friday 9am to 6pm, working 1 in 5 weekends and 1 week of 11:30am - 8pm every 4 weeks. Please note you may be required to work bank holidays, including Christmas Day, Boxing Day and New Years Day.

Start date - Monday 18th Jan 2027.

Benefits

• £31,100 - £39,350 ➕ Incentive Awards tied to your performance.
• £1,000 learning budget each year to use on books, training courses, and conferences.
• Work from home setup including MacBooks and extra support for remote workers.
• Plus lots more! Read our full list of benefits.