Fraud Investigator - Prevent

Monzo; United Kingdom; Remote; GBP 30,000 - 45,000; Full time

Job summary

Join Monzo as a Fraud Investigator within our Prevent pillar, where you'll play a crucial role in safeguarding customers from potential fraud. In this role, you'll be expected to analyze transaction data, reassure clients, and make informed decisions about flagged cases, all while embodying Monzo's values. You'll enjoy a flexible work schedule and the opportunity to contribute to our mission of making money work for everyone.

Benefits

Learning budget of £1,000 per year

Birthday time off

Work from home flexibility

Macbook laptop provided

Qualifications

• Experience in fraud investigation within Financial Services is essential.
• Ability to work independently and collaboratively.
• Understanding of common fraud typologies.

Responsibilities

• Gather evidence from flagged transaction data.
• Make decisions on cases in a timely manner.
• Provide advice and support to victims of fraud.

Skills

Empathy

Attention to detail

Problem solving

Persuasiveness

Job description

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 ️

Condensed shifts working 4 condensed days per week, shifts will be 9am - 7/7:30pm and 11:30am/12 - 10pm, working 4 full weekends in a 12 week rota.

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

What you'll be doing: 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.

Fraud Investigators within our Prevent pillar work within unregulated but critical deadlines.

Key responsibilities include:

• Gathering evidence from flagged transaction data
• Use of Monzo’s values to investigate the nature of suspicious transactions with empathy and attention to detail over the phone and via chat
• Use of Monzo’s values to reassure and support customers through the process of identifying active fraud
• Independently make decisions on cases and release or block flagged transactions
• Collaboratively make decisions on cases and 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

Shifts:

• You’ll need to be available Monday to Sunday between 9am and 10pm, you will work 4 days and have 3 rota’d days off per week. In a 12 week rotation you’ll work 4 full weekends and have 4 weeks of 10pm finishes.

We’d love to hear from you if:

• You are able to start on Monday 1st September 2025 and attend 6 weeks training, Monday to Friday 9am to 5:30pm (please note that we do not allow holidays or appointments during training)
• Experience in banking or other financial services such as FOS, HMRC
• A law enforcement background
• You're great at explaining things to people
• You're excited by our mission of making money work for everyone.
• Ability to be persuasive and empathetic
• Familiarity with common fraud typologies
• Confidence in investigating and problem solving and confident & concise decision-making
• Ability to work well independently & be collaborative with the wider team
• Values driven approach in line with Monzo’s core values
• You are a UK resident currently living in the UK and have the right to work in the UK.

The application journey has 2 key steps:

• Some initial application questions (please take your time, we read these carefully!)
• Recruiter call - this is an informal chat and no need to prepare anything!
• A remote interview, lasting approximately 1 hour
• The next start date is Monday 1st September 2025.

Our average process takes around 2-3 weeks. You will have the chance to speak to our recruitment team at various points during your process, but if you do have any specific questions ahead of this please contact us.

What’s in it for you

• This is a distributed (work from home) role, but you can be based in our Cardiff office if you would prefer to work in an office environment
• Learning budget of £1,000 a year for books, training courses and conferences
• 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.
• And much more, see our full list of benefitshere

To work remotely you'll also need:

• to work from home in the UK in a safe, private and distraction free environment
• a solid internet connection (download speed - 10mbps; upload speed - 5 mbps)

Equipment:

• We'll provide you with a Macbook laptop on your first day. There's no need to supply your own.
• You do need to own your own smartphone, this will be needed each time you log into our customer support system.
  
  

Equal Opportunity Statement

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 , 2023 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.

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 , 2024 Diversity and Inclusion Report and 2024 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.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage

Apply for this job

*

indicates a required field

First Name *

Last Name *

Email *

Phone *

Resume/CV *

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Select...

A US Person is defined as someone who:

• was born in the United States (US)
• has at least 1 parent who was born in the US
• is a naturalised citizen of the US
• is a green card holder
• is a US tax resident

Keeping your data safe is really important to us. * Select...

Please confirm your UK Right to Work status. * Select...

We legally have to verify your Right to Work in the UK before you can start working for us. We're asking for this information now so we know later what type of right to work check we need to do. Your answer to this question won't affect the outcome of your application, unless you'd need visa sponsorship but are applying to a role we can't sponsor.

If you’d like to, please share your preferred pronouns (eg. they/them/theirs, she/her/hers).

If you'd like to, please spell out your name how it's pronounced so we know how to say it.

Due to the nature of this role, it is essential that you have experience working in a operational fraud investigation team within Financial Services. Please can you confirm you do? *

Tell us about the most complex fraud investigation you've dealt with? (please provide a specific example) *

Can you confirm you are able to work the shift patterns advertised? & happy to work condensed hours. *

==

Identity survey

Our goal at Monzo is to make money work for everyone. To do that, working at Monzo must work for everyone. We want to create an equitable, engaged and innovative workplace which gives people from all backgrounds the support they need to thrive and grow.

Making Monzo work for everyone starts right at the beginning of every Monzonaut's journey: when they apply to work here. This demographic survey will help us better understand the people who apply to work at Monzo. It'll help us see how different groups progress through our hiring process, and where we need to make improvements to be more inclusive. If you choose to fill it out, all of the information you give us is:

• Voluntary . And we've included a "prefer not to say" option for every question. It'd be helpful if you still fill out the survey even if you choose "prefer not to say" for every question, as it's useful for us to understand & record this. We won't know if you choose to fill this survey in or not.
• Anonymous to Monzo . We can't tie your responses to you and they won't make a difference to the outcome of your application. We'll only use grouped responses for equal opportunities monitoring in our hiring process.

By filling out this survey, you agree that we can use your responses for the purposes we've mentioned above. You are not letting us know if we need to make any adjustments to the hiring process because of disability or neurodiversity - to do this please email us.

How would you describe your gender identity? Select...

Do you identify as transgender? Select...

What's your sexual orientation? Select...

Do you identify as having a disability? Select...

Do you consider yourself to be neurodivergent? Select...

How would your describe your ethnicity? Select...

By checking this box, I consent to Monzo collecting, storing, and processing my responses to the demographic data surveys above.