Fraud Investigator - Protect

Monzo; United Kingdom; Remote; GBP 26,000 - 32,000; Full time

Job summary

A leading financial technology company is seeking a Fraud Investigator to provide after-care for customers affected by fraud. Your role includes investigating claims, supporting victims, and making decisions on fraud cases. Ideal candidates will have experience in customer service, strong problem-solving skills, and a commitment to the company's values. This position offers a salary between £26,000 and £31,400, with both remote and office working options available.

Benefits

Stock options

Learning budget of £1,000 annually

Home office setup including MacBook

Flexible working hours

Qualifications

• Previous experience in customer service or related field is essential.
• Ability to be persuasive and empathetic towards customers.
• Strong expertise in investigating and problem-solving.

Responsibilities

• Gather evidence from customers and investigate claims.
• Make decisions on cases up to £5,000.
• Provide advice and support to fraud victims.

Skills

Customer service experience

Persuasiveness

Empathy

Problem solving

Decision making

Collaboration

Deadline management

Values-driven approach

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 ️

37.5 hours per week, shifts between 9am-6pm & 1 week in 3 shifts will be 1-10pm & 2 in 4 Saturdays.

About our Financial Crime & Fraud 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:

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

Your day to day;

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.

• Gathering evidence from customers’ claim submissions via our In app chat function and calls to and from customers
• 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

You should apply if you have:

• Previous experience in customer service or a related field
• Ability to be persuasive and empathetic
• Strong expertise in investigating, problem solving and decision making
• Ability to work well independently & be collaborative with the wider team
• Ability to work to deadlines
• Values driven approach in line with Monzo’s core values

The application process consists of

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

Please note we will only close this role once we have enough applications for the next stages. Please submit your application asap to avoid any disappointment

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 on [e-mail]

What's in it for you:

• Salary range of £26,000 - £31,400 + stock options & benefits
• 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
  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 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

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