Fraud Investigator - Prevent Team

Salary: £26,000 - £29,400 (depending on experience) + Benefits Location Type: Remote, UK Employment Type: Full-time

Position Overview

We’re on a mission to make money work for everyone, moving away from the complicated and confusing ways of traditional banking. Our product offering has grown significantly over the last 10 years in the UK, encompassing personal and business bank accounts, joint accounts, accounts for 16-17 year olds, a free kids account, and credit cards. Customers can also save, invest, and combine their pensions with us. Known for our hot coral cards, get-paid-early feature, financial education on social media, and award-winning customer service, we aim to create magical moments for our customers. We are not about selling products; we are about solving problems and changing lives through Monzo.

Our Prevent Team

The Fraud Investigator role within our Prevent pillar provides vital intervention and response to Monzo customers experiencing potential active fraud attempts on their funds across two main channels:

• Authorised card payment fraud
• Authorised faster payment fraud

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. Fraud Investigators are crucial to the success of this mission.

Responsibilities

You’ll play a key role by:

• Working within unregulated but critical deadlines.
• 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, releasing or blocking 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.
• Making outbound calls as part of your role.

Shifts

• Condensed shifts working 4 days per week.
• Shift timings: 9am - 7/7:30pm and 11:30am/12pm - 10pm.
• You will work 4 full weekends in a 12-week rota.
• You’ll need to be available Monday to Sunday between 9am and 10pm.
• In a 12-week rotation, you’ll work 4 full weekends and have 4 weeks of 10pm finishes.

Requirements

• You must have worked in a Fraud role within Financial Services.
• You are able to start on Monday 1st September 2025 and attend 6 weeks of training, Monday to Friday 9am to 5:30pm (no holidays or appointments during training).
• Experience in banking or other financial services such as FOS, HMRC.
• A law enforcement background.
• Excellent English written & verbal communication skills.
• Ability to be persuasive and empathetic.
• Familiarity with common fraud typologies.
• Confidence in investigating and problem-solving.
• Confident & concise decision-making.

Desired Attributes

• You're great at explaining things to people.
• You're excited by our mission of making money work for everyone.

Company Information

We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. 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 ❤️

Hear from our UK team about what it's like working at Monzo ✨ [Link to hear from the team]