Fraud Investigator - Prevent

We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.

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.

The Fraud Investigator role within our Prevent pillar provides vital intervention and response 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

Please note, as part of your role you will be required to make outbound calls. 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.

You’ll Play a Key Role By:

• Gathering evidence from flagged transaction data
• Using Monzo’s values to investigate the nature of suspicious transactions with empathy and attention to detail over the phone and via chat
• Reassuring and supporting customers through the process of identifying active fraud
• Independently making decisions on cases and releasing or blocking flagged transactions
• Collaboratively making decisions on cases and releasing or blocking flagged transactions
• Triaging cases
• Reviewing limit increase requests from customers
• Submitting accounts for closure where first party concerns are held following investigation (in line with relevant guidance)
• 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

Shifts: You’ll need to be available Monday to Sunday between 9am and 10pm, you will work 4 days and have 3 rota’d days off per week. In a 12 week rotation you’ll work 4 full weekends and have 4 weeks of 10pm finishes.

We’d Love To Hear From You If:

• You are able to start on Monday 1st September 2025 and attend 6 weeks training, Monday to Friday 9am to 5:30pm (please note that we do not allow holidays or appointments during training)
• Experience in banking or other financial services such as FOS, HMRCA law enforcement background
• You’re great at explaining things to people
• You’re excited by our mission of making money work for everyone.
• Excellent English written & verbal communication skills
• Ability to be persuasive and empathetic
• Familiarity with common fraud typologies
• Confidence in investigating and problem solving and confident & concise decision-making
• Ability to work well independently & be collaborative with the wider team
• Values driven approach in line with Monzo’s core values
• You are a UK resident currently living in the UK and have the right to work in the UK.

The Application Journey Has 2 Key Steps:

• Some initial application questions (please take your time, we read these carefully!)
• Recruiter call - this is an informal chat and no need to prepare anything!
• A remote interview, lasting approximately 1 hour

The next start date is Monday 1st September 2025. Our average process takes around 2-3 weeks. You will have the chance to speak to our recruitment team at various points during your process, but if you do have any specific questions ahead of this please contact us.

What’s In It For You:

• This is a distributed (work from home) role, but you can be based in our Cardiff office if you would prefer to work in an office environment
• Learning budget of £1,000 a year for books, training courses and conferences
• We guarantee to approve time off on your birthday if it falls on a day you’re scheduled to work and it’s outside of your training period.
• And much more, see our full list of benefits here

To Work Remotely You’ll Also Need:

• To work from home in the UK in a safe, private and distraction free environment
• A solid internet connection (download speed - 10mbps; upload speed - 5 mbps)

Equipment: We’ll provide you with a Macbook laptop on your first day. There’s no need to supply your own. You do need to own your own smartphone, this will be needed each time you log into our customer support system.

Equal Opportunity Statement: 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.

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.