Senior Fraud Investigator, Prevent

Monzo; Birmingham; A distancia; GBP 70.000 - 100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

£1,000 learning budget per year

MacBook provided & home office support

Remote-friendly

Descripción de la vacante

Monzo is seeking a Senior Fraud Investigator to join the Fraud Collective. You will work on preventing active fraud across card payments and faster payments, handling complex cases from start to finish with empathy and careful judgment.

You will triage and escalate high-value cases, protect customer accounts, and communicate clearly with victims while upholding Monzo's values and regulatory standards. Remote-friendly with flexible home setup and learning budget.

Formación

• Strong understanding of regulatory requirements in fraud and/or financial crime.
• Excellent English written and verbal communication skills.

Responsabilidades

• Gather evidence from flagged transaction data.
• Investigate suspicious transactions with empathy and attention to detail.
• Provide feedback to teams and customers during fraud investigations.
• Independently decide on cases and release or block transactions up to £59,999.00.
• Triaging cases with value above £59,999.00 for escalation.
• Safeguard compromised accounts and advise victims on protection.

Conocimientos

Cryptocurrency knowledge

Investigative reasoning

Communication skills (English)

Decision making

Empathy in customer service

Independent and collaborative work

Deadline-driven

Regulatory knowledge in fraud/金融 crime

Descripción del empleo

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

Shift pattern: 37.5 hours per week - Monday to Friday 9am to 6pm, working 1 in 5 weekends and 1 week of 11:30am - 8pm every 4 weeks. Please note you may be required to work bank holidays, including Christmas Day, Boxing Day and New Years Day.

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 Senior Fraud Investigators are crucial to the success of this mission.

As a Senior Fraud Investigator, you will be part of the Prevent pillar which provides vital intervention and education 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

Your day to day;

Senior Fraud Investigators in our Prevent pillar support the quality of performance and knowledge across the pillar by answering escalations, supporting operational changes, and speaking to our customers who are at potential risk of the most complex scams. We're looking for investigators with in-depth knowledge of cryptocurrency and understanding of how this can be used by fraudsters across a range of typologies as we continue to develop and optimise our controls. This means you can complete a complex investigation from start to finish for our customers and provide clear feedback to our teams as we work together to become the most trusted bank in the UK.

Specific 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.
• Use of Monzo's values to reassure and support customers through the process of identifying active fraud.
• Independently making decisions on cases and releasing or blocking flagged transactions up to a case value of £59,999.00.
• 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 £59,999.00 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.
• Handling non-FOS complaints and feeding back to Investigators and their managers where required as part of our continuous improvement feedback loop.
• A strong understanding of regulatory requirements in fraud and/or financial crime
• A strong knowledge of cryptocurrency and how this is used in fraud typologies
• Excellent English written & verbal communication skills and experience speaking to victims of potential fraud
• 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

£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

The Interview Process:

• Some initial application questions (please take your time, we read these carefully!)
• A short call with a Recruiter
• A remote interview, lasting approximately 1 hour with two team members from the Fraud Team.

This process should take around 3-4 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

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

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