Fraud Investigator, Protect

📍Remote UK | 💰 £25,200 - £27,000 + Benefits | Hear from the team ✨

Please only apply for this role if you have worked in a Fraud role within Banking/Financial Services.

🚀We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking. 

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 ❤️

⭐Our Fraud & FinCrime team

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.

What you’ll be working on; 

The Fraud Investigator role within our Protect pillar provides vital after-care to Monzo customers who have fallen victim to value fraud across a range of touch points, including:

What you’ll be working on; 

The Fraud Investigator role within our Protect pillar provides vital after-care to Monzo customers who have fallen victim to value fraud across a range of touch points, including:

• Unauthorised card fraud
• Unauthorised faster payment fraud
• Authorised card payment fraud
• Authorised faster payment fraud
• Third party account takeover attempts

Fraud Investigators within our Protect pillar work within a mixture of regulated and unregulated deadlines. Their role supports the quality of performance and knowledge across the pillar. 

🔑You’ll play a key role by...

• Gathering evidence from customers’ claim submissions
• 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
• Handling case management customer callbacks

🤩We’d love to hear from you if you have…

• An understanding of regulatory requirements in banking fraud response
• A strong knowledge of common fraud typologies
• Excellent English written & verbal communication skills
• An ability to be persuasive and empathetic
• Strong expertise in investigating, problem solving and decision making
• An Ability to work well independently & be collaborative with the wider team
• An Ability to work to deadlines
• Values driven approach in line with Monzo’s core values

Shifts & Training 

• Shift pattern will be Monday to Friday, 9am - 6pm and then 1 in 3 1pm-10pm. 2 in 4 Saturdays and no Sundays
• There will be 6 weeks of remote training which must be fully attended
• The start date for this role will be 22nd July 2024. 

🙌What’s in it for you

💰£25,200 - £27,000➕share options.

🎂We guarantee to approve time off on your birthday if it falls on a day you’re scheduled to work and it’s outside of your training period.

⏰We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team. 

📚£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.

🌈 The application journey has 2 key steps

• Some initial application questions (please take your time, we read these carefully!)
• A remote interview, lasting approximately 1 hour 

This process should take around 3-4 weeks - your schedule is really important to us, so we promise to be as flexible as possible! 

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to [email removed - click apply for more details]. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out. 

Equal opportunities for everyone

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. You can read more in our blog, 2022 Diversity and Inclusion Report and 2023 Gender Pay Gap Report.

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.

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