Fraud Protect Investigator

Sponsor Finder; Cardiff; Hybride; GBP 28 000 - 34 000; Plein temps

Avantages offerts par ce poste

Incentive awards

Learning budget

Remote work setup

Macbooks provided

Remote work support

Résumé du poste

Monzo is seeking a Fraud Investigator to join our Fraud Protect pillar. You will provide after-care to customers who have fallen victim to value fraud, handling unauthorised and authorised card and faster payment fraud cases, and helping safeguard accounts.

Working remotely across the UK, you’ll gather evidence from in-app chats and calls, decide outcomes up to £5,000, escalate where needed, and support customers to prevent future incidents while upholding Monzo’s values.

Qualifications

• Excellent English written and verbal communication.
• Previous experience in customer service or financial services.
• Ability to work to deadlines and independently.

Responsabilités

• You’ll gather evidence from customers’ claims via in-app chat and calls.
• You’ll probe for further evidence where needed.
• You’ll use Monzo’s values to investigate claims with empathy and detail.
• You’ll decide on cases and uphold or decline fraud claims up to £5,000.
• Submit accounts for closure per guidance when needed.
• You’ll triage cases over £5,000 for escalation.
• Safeguard compromised accounts and advise customers on safe usage.
• You’ll provide advice to prevent future fraud.
• You’ll complete post-investigation activity.

Connaissances

Customer service

Investigation

Decision making

Empathy

Communication

Description du poste

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

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 aspersonal 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 andcombine 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

Remote, UK | | £27,700 - £33,600

+ Incentive Awards tied to your performance + Benefits

Start date - 31st January 2027

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

Our Fraud Protect 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.

Our Fraud department operates across three strategic pillars—Protect, Pursue, and Prevent; this specific role sits within the Protect arm, focusing on securing accounts and supporting customers after a fraudulent event has occurred.

You’ll play a key role by...

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

You’ll play a key role by:

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

We’d love to hear from you if…

• Excellent English written & verbal communication skills
• Previous experience in customer service or a related field
• Experience in customer service, banking or other financial services such as FOS, HMRC (advantageous a Fraud related role)
• 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

What’s in it for you

£27,700 - £33,600 Incentive Awards tied to your performance.

£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.

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, 2026 Diversity and Inclusion Report and 2025 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