Fraud Investigator - Prevent

Monzo; Greater London; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading financial technology firm in Greater London is seeking a Fraud Investigator to help identify and manage potential fraud cases. The ideal candidate will engage with customers through various channels to investigate transactions, providing support and reassurance while demonstrating strong problem-solving skills. This role offers a hybrid work model with essential training provided.

Benefits

Learning budget of £1,000 per year

Birthday time off if scheduled work

Macbook laptop provided

Qualifications

• Experience in banking or financial services (e.g., FOS, HMRC).
• Ability to explain things clearly.
• Ability to work independently and collaborate with a team.

Responsibilities

• Gather evidence from flagged transaction data.
• Investigate suspicious transactions over the phone and chat.
• Reassure customers during the identification of active fraud.

Skills

Excellent English written and verbal communication

Persuasive and empathetic approach

Confidence in investigating and problem solving

Familiarity with common fraud typologies

Job description

Overview

We are on a mission to make money work for everyone. We aim to remove traditional banking complexity and offer products and services that help people manage money more easily. This role is for the Fraud Investigator position within our Prevent pillar, focusing on interventions and responses to potential active fraud on Monzo customers.

What you'll be doing

The Fraud Investigator role provides vital intervention and response to potential active fraud across two main channels: authorised card payment fraud and authorised faster payment fraud. You will:

• Gather evidence from flagged transaction data
• Investigate suspicious transactions with empathy and attention to detail over the phone and via chat
• Reassure and support customers through the process of identifying active fraud
• Independently decide on cases to release or block flagged transactions
• Collaborate on decisions to release or block flagged transactions
• Triaging cases
• Review limit increase requests from customers
• Submit accounts for closure where concerns are held, following relevant guidance
• Safeguard compromised accounts and take remedial action to ensure safe usage
• Provide advice and support to victims of fraud on future protection
• Complete any post-investigation activity as required

Shifts

Available Monday to Sunday between 9:00 and 22:00. You will work 4 days with 3 rota’d days off per week. In a 12-week rotation you will work 4 full weekends and have 4 weeks of 10pm finishes.

Requirements & what we’d love to hear

• Available to start on Monday 24th November 2025 and complete 6 weeks of training (Mon to Fri, 9:00–17:30). Holidays or appointments during training are not permitted.
• Experience in banking or financial services (e.g., FOS, HMRC)
• Law enforcement background is a plus
• Ability to explain things clearly
• Excited by our mission of making money work for everyone
• Excellent English written and verbal communication
• Persuasive and empathetic approach
• Familiarity with common fraud typologies
• Confidence in investigating, problem solving, and decisive judgment
• Ability to work independently and collaborate with the wider team
• Values-driven approach aligned with Monzo's core values
• UK resident with the right to work in the UK

Application journey

• Initial application questions
• Recruiter call (informal)
• Remote interview (about 1 hour)

What’s in it for you

• Distributed (work from home) role; Cardiff office available if preferred
• Learning budget of £1,000 per year for books, training, courses
• Time off on your birthday if it’s scheduled work time and outside training period
• Further benefits and details available in full

To work remotely you’ll also need

• Safe, private, distraction-free home workspace in the UK
• Solid internet connection (download 10 Mbps, upload 5 Mbps)

Equipment

• Macbook laptop provided on first day
• Own smartphone required to log into the customer support system

Equal opportunities

We are an equal opportunity employer. All applicants will be considered for employment without regard to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity or disability status. We are committed to diversity and inclusion and provide support for all employees to grow with Monzo. You can read more in our Diversity and Inclusion Report and Gender Pay Gap Report.