Fraud Protect Investigator

Monzo; Greater London; Remote; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Learning budget £1,000 per year

MacBook provided for remote work

Work-from-home setup support

Job summary

Monzo is seeking a Fraud Investigator to support our Protect pillar by securing accounts after fraud events and guiding customers through resolution. You will gather evidence, assess claims, and decide on actions up to £5,000 while keeping customers safe and informed.

The role emphasizes empathetic investigation, independent work, and collaboration with the fraud team, with remote work options and standard Monzo processes.

Qualifications

• 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).
• Values driven approach in line with Monzo’s core values.

Responsibilities

• Gather evidence from customers’ claim submissions via in-app chat and calls.
• Probe for further evidence where needed.
• Make decisions on cases and uphold/decline fraud claims up to a case value of £5,000.
• Triaging cases with a value of more than £5,000 for upwards escalation.
• Safeguarding compromised accounts and taking remedial action to resume safe usage of Monzo accounts.
• Providing advice and support to victims of fraud on how to protect themselves in the future.
• Completing post-investigation activity as required.

Skills

Empathy

Investigating

Decision making

Independent & collaborative

Time management

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

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 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.

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.

• 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
• 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

The application process consists of 3 key steps

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

What’s in it for you

£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.

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

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.

#LI-REMOTE #LI-SK2

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

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.

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