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Fraud Investigator - Protect



Accounting & Finance
Remote · United Kingdom
Posted on Tuesday, September 5, 2023

📍Remote, UK | 💰 | £24,675 - £26,250 (depending on the experience displayed in the CV and interview) + Benefits

Please only apply for this role if you have worked in a Fraud role within Financial Services.

About us:

We’re here to make money work for everyone and we're doing things differently. For too long, banking has been obtuse, complex and opaque.

We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, test the app and give us constant feedback so we can build something everyone loves.

We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo.

About our Financial Crime & FraudTeam:

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.

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, including:

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

Your day to day;

Fraud Investigators within our protect pillar work within a mixture of regulated and unregulated deadlines. Their role supports the quality of performance and knowledge across the pillar.

  • Gathering evidence from customers’ claim submissions
  • 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 £15,000.00
  • 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 £15,000.00 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
  • Floor walking; an in-the-moment feedback loop task designed to help Investigators retain ownership and gain confidence and competence in the role
  • Handling case management customer callbacks
  • Owning internal Investigator limit resets

You should apply if you have:

  • An understanding of regulatory requirements in banking fraud response
  • A strong knowledge of common fraud typologies
  • Excellent English written & verbal communication skills
  • 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

The application process consists of

  • some initial application questions (please take your time, we read these carefully!)
  • A remote interview, lasting approximately 1 hour

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 on

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
  • Please note that no holidays or appointments are permitted during the training period

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)


  • 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

We are actively creating an equitable environment for every Monzonaut to thrive.

Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and 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, 2022 Diversity and Inclusion Report and 2022 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.

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