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For Companies At a Glance
- Tasks: Investigate fraud claims and support customers with empathy and attention to detail.
- Company: Join Monzo, a leading fintech company dedicated to building a safer financial environment.
- Benefits: Enjoy remote work options, a £1,000 learning budget, and stock options.
- Why this job: Make a real impact by helping victims of fraud while working in a supportive culture.
- Qualifications: Strong communication skills and experience in customer service or related fields required.
- Other info: Work remotely or from our Cardiff office; flexible shifts available.
The predicted salary is between 22000 - 27000 £ per year.
Overview
Unauthorised faster payment fraud; Authorised card payment fraud; Authorised faster payment fraud; Third party account takeover attempts.
You\’ll play a key role by:
- Fraud Investigators within our Protect pillar working within a mixture of regulated and unregulated deadlines. Their role supports the quality of performance and knowledge across the pillar.
What you\’ll be doing:
- 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 (in line with relevant guidance)
- Triaging cases with a value of more than £5,000 for escalation
- Safeguarding compromised accounts and taking appropriate remedial action to resume safe usage of the 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
Requirements & experience:
- Excellent English written & verbal communication skills
- Previous experience in customer service or a related field
- Ability to be persuasive and empathetic
- Strong expertise in investigating, problem solving and decision making
- Ability to work well independently and collaborate with the wider team
- Ability to work to deadlines
- Values-driven approach in line with Monzo\’s core values
Remote (UK)
Role details
- Salary: £26,000 – £31,400 + Benefits
- Hours: 37.5 hours per week, shifts between 9am-6pm; 1 week in 3 shifts will be 1-10pm and 2 in 4 Saturdays
- Location: Remote, UK (distributed/work from home) or based in Cardiff office if preferred
- Learning budget: £1,000 per year for books, training courses and conferences
What you’ll be working on
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. This is part of our mission in the Financial Crime & Fraud Collective to earn and keep 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.
- Remote work capability is supported; you can be based in our Cardiff office if you prefer
- To work remotely you’ll need a safe, private, distraction-free environment and a solid internet connection (download speed 10 Mbps; upload speed 5 Mbps)
- Equipment: Monzo provides a MacBook laptop; you must own your smartphone for logging into our customer support system
Benefits & inclusion
Learning budget, stock options & benefits; remote-friendly culture. Equal opportunities for everyone. Diversity and inclusion are priorities, with support for all employees to grow at Monzo. See our diversity and inclusion reports for context.
Equal opportunity employer. All applicants will be considered for employment without regard to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity or disability status. If you have a preferred name, please use it to apply. We do not require full or birth names at the application stage.
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Fraud Investigator Protect employer: Monzo Bank Limited
Contact Detail:
Monzo Bank Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Fraud Investigator Protect
✨Tip Number 1
Familiarise yourself with the latest trends in fraud prevention and detection. Understanding the common tactics used by fraudsters will not only help you in interviews but also demonstrate your proactive approach to the role.
✨Tip Number 2
Practice your communication skills, especially in conveying complex information clearly and empathetically. Since you'll be dealing with victims of fraud, being able to communicate effectively is crucial.
✨Tip Number 3
Network with professionals in the financial crime and fraud investigation field. Engaging with others in the industry can provide insights and potentially lead to referrals or recommendations for the position.
✨Tip Number 4
Prepare for situational questions that assess your problem-solving and decision-making abilities. Think of examples from your past experiences where you've successfully navigated challenging situations, as these will be key in the interview process.
We think you need these skills to ace Fraud Investigator Protect
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Fraud Investigator at Monzo. Familiarise yourself with the types of fraud mentioned in the job description and think about how your skills align with these tasks.
Tailor Your CV: Highlight relevant experience in customer service or investigations in your CV. Use specific examples that demonstrate your problem-solving skills, empathy, and ability to work under pressure, as these are crucial for this role.
Craft a Compelling Cover Letter: Write a cover letter that reflects Monzo's values and your passion for helping customers. Discuss your approach to investigating fraud claims and how you would support victims, showcasing your communication skills and attention to detail.
Proofread Your Application: Ensure your application is free from spelling and grammatical errors. A well-written application reflects your communication skills, which are essential for the Fraud Investigator role. Consider asking a friend to review it before submission.
How to prepare for a job interview at Monzo Bank Limited
✨Show Empathy and Understanding
As a Fraud Investigator, you'll need to demonstrate empathy towards victims of fraud. During the interview, share examples of how you've handled sensitive situations in the past, showing your ability to connect with customers and provide support.
✨Highlight Your Investigative Skills
Be prepared to discuss your experience in investigating claims or similar scenarios. Use specific examples to illustrate your problem-solving abilities and decision-making process, especially in high-pressure situations.
✨Communicate Clearly and Effectively
Excellent communication skills are crucial for this role. Practice articulating your thoughts clearly and concisely, both verbally and in writing. You might be asked to explain complex concepts, so clarity is key.
✨Familiarise Yourself with Monzo's Values
Understanding and aligning with Monzo's core values will be essential. Research their mission and values, and think about how your personal values align with theirs. Be ready to discuss this alignment during your interview.