Fraud Protect Investigator

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

As a Fraud Protect Investigator, you'll play a key role in our Fraud Protect team, which is part of the Financial Crime & Fraud Collective.

The role involves providing vital after-care to Monzo customers who have fallen victim to value fraud across various touch points, including unauthorised card fraud, unauthorised faster payment fraud, authorised card payment fraud, authorised faster payment fraud, and third-party account takeover attempts.

Your responsibilities will include:

• Gathering evidence from customers' claim submissions via our in-app chat function and calls to and from customers
• Probing for further evidence where needed
• Using Monzo's values to investigate claims with empathy and attention to detail
• Making decisions on cases and upholding or declining fraud claims up to a case value of £5,000
• Submitting accounts for closure where first-party concerns are held following investigation
• Triaging cases with a value of more than £5,000 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're looking for someone with:

• Excellent English written and verbal communication skills
• Previous experience in customer service or a related field
• Experience in customer service, banking, or other financial services
• Ability to be persuasive and empathetic
• Strong expertise in investigating, problem-solving, and decision-making
• Ability to work well independently and collaboratively 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: initial application questions, a recruiter call, and a remote interview.

In terms of benefits, we offer:

• £27,700 - £33,600 salary
• Incentive Awards tied to your performance
• £1,000 learning budget each year
• MacBook and support for remote workers
• And more!