Fraud Protect Investigator

Monzo; United States; A distancia; USD 37.000 - 45.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

£1,000 learning budget

Incentive awards tied to performance

Macbooks for remote work setup

Remote work from home support

Descripción de la vacante

Monzo is hiring for a Fraud Investigator in the Fraud Protect team. You will secure accounts and support customers after fraud events, handling unauthorised and authorised fraud cases and taking remedial action.

You’ll gather evidence from customer claims via in-app chat and calls, probe for more details, and make decisions on cases up to £5,000 in value, escalating larger matters as needed. Remote UK role with 37.5 hours/week.

Formación

• Excellent English written and verbal communication skills.
• Experience in customer service or related field.
• Experience in banking or financial services desirable.
• Ability to be persuasive and empathetic.
• Strong investigative, problem solving, and decision-making abilities.
• Able to work independently and with the team, meet deadlines.

Responsabilidades

• Investigate unauthorised card and faster payment fraud and other fraud types.
• Gather evidence from customer claims via in-app chat and calls.
• Probe for additional evidence where needed and use Monzo values.
• Make decisions on cases and uphold/decline fraud claims up to £5,000.
• Submit accounts for closure when appropriate per guidance.
• Triages cases above £5,000 for escalation.
• Safeguard compromised accounts and enable safe usage of Monzo accounts.
• Provide fraud-prevention advice to victims to protect themselves.
• Complete all post-investigation activities as required.

Conocimientos

Customer service experience

Empathy and communication

Investigative skills

Decision making

Problem solving

Independent yet collaborative

Deadline oriented

Persuasive communication

Strong English (written/spoken)

Descripción del empleo

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.

Key responsibilities

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

• 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.

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

Remote, UK

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.

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.