Senior Fraud Investigator, Prevent

monzoreferrals; United Kingdom; A distancia; GBP 31.000 - 39.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Learning budget

MacBook provided for remote work setup

Remote work setup support

Descripción de la vacante

Monzo is seeking a Senior Fraud Investigator to join our Financial Crime & Fraud Team in a primarily remote UK role. You will handle escalations, review transactions, and make decisions on cases up to £59,999 as part of the Prevent pillar.

The role requires expertise in regulatory fraud, cryptocurrency fraud typologies, and exceptional English communication. You will balance empathy with rigorous investigation while working independently and with the broader team.

Formación

• Understanding of regulatory requirements in fraud and/or financial crime.
• Knowledge of cryptocurrency and how it's used in fraud typologies.
• Excellent English written and verbal communication; able to speak with victims of fraud.
• Ability to be persuasive and empathetic with customers.
• Strong investigative, problem-solving, and decision-making skills.
• Ability to work independently and collaboratively with the team.
• Ability to meet deadlines and work in a fast-paced environment.
• Values-driven approach aligned with Monzo's core values.

Responsabilidades

• Gather evidence from flagged transaction data.
• Investigate suspicious transactions with empathy and attention to detail.
• Provide clear feedback to teams and reassure customers during fraud investigations.
• Make independent decisions on cases and release or block transactions up to £59,999.
• Submit accounts for closure when appropriate following guidelines.
• Triages cases for escalation when value exceeds £59,999.
• Safeguard compromised accounts and guide customers to safe usage of Monzo.
• Advise victims on how to protect themselves from future fraud.
• Feed back insights to Investigators and managers for continuous improvement.

Conocimientos

Regulatory knowledge in fraud/finance

Cryptocurrency fraud awareness

Excellent English communication

Persuasive and empathetic

Investigating and decision-making

Deadline-oriented and collaborative

Values-driven mindset

Descripción del empleo

UK Remote

£31,100 - £39,350 Incentive awards tied to your performance

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.

Start date - Monday 18th Jan 2027

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

You’ll play a key role by… 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.

We’d love to hear from you if

• 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

£31,100 - £39,350 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.