Fraud Investigator - Prevent Team

Salary: £26,000 - £31,400 (depending on experience) + Benefits Location Type: Remote, UK Employment Type: Full-time

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🚀 About Us

We're on a mission to make money work for everyone by moving away from complicated and confusing traditional banking. Over the last 10 years in the UK, we've grown from a prepaid card to offering personal and business bank accounts, joint accounts, accounts for 16-17 year olds, a free kids account, and credit cards. Our UK customers can also save, invest, and combine their pensions with us. With our distinctive hot coral cards, get-paid-early feature, financial education on social media, and award-winning customer service, we're dedicated to creating magical moments for our customers. We're not about selling products; we're about solving problems and changing lives through Monzo ❤️.

Hear from our UK team about what it's like working at Monzo ✨.

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📍 Role Details

• Location: Remote, UK
• Shifts: Condensed shifts working 4 days per week. Shifts will be 9am - 7/7:30pm and 11:30am/12pm - 10pm. You will work 4 full weekends in a 12-week rota.
• Availability: You’ll need to be available Monday to Sunday between 9am and 10pm.
• Training: Must be available to start on Monday 1st September 2025 and attend 6 weeks of training, Monday to Friday, 9am to 5:30pm. No holidays or appointments are permitted during training.

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⭐ About the Prevent Team

The Fraud Investigator role within our Prevent pillar provides vital intervention and response 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

Please note: As part of your role, you will be required to make outbound calls.

Our Mission in the Financial Crime & Fraud Collective is to earn and keep our customers’ trust, support Monzo’s safe growth, and contribute to building a safer society. Our Fraud Investigators are crucial to the success of this mission.

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🔑 Key Responsibilities

Fraud Investigators within our Prevent pillar work within unregulated but critical deadlines. Key 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 over the phone and via chat.
• Using Monzo’s values to reassure and support customers through the process of identifying active fraud.
• Independently and collaboratively making decisions on cases to release or block flagged transactions.
• Triaging cases.
• Reviewing limit increase requests from customers.
• Submitting accounts for closure where first-party concerns are held following investigation (in line with relevant guidance).
• 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.

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🤩 What We’re Looking For

• Mandatory Experience: You must have worked in a Fraud role within Financial Services.
• Start Date: Ability to start on Monday 1st September 2025 and attend 6 weeks of training.
• Background: Experience in banking or other financial services (e.g., FOS, HMRC) or a law enforcement background.
• Communication: Excellent English written & verbal communication skills. Ability to be persuasive and empathetic.
• Problem-Solving: Confidence in investigating, problem-solving, and making confident, concise decisions.
• Fraud Knowledge: Familiarity with common fraud typologies.
• Enthusiasm: Excitement about our mission of making money work for everyone.
• Skills: You're great at explaining things to people.

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🗓️ Shift Pattern Details

In a 12-week rotation, you will work 4 full weekends and have 4 weeks of 10pm finishes.