Fraud Investigator

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

We're waving goodbye to the complicated and confusing ways of traditional banking.

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 ❤️

Hear from our team about what it's like working at Monzo ✨

**Remote, UK | | £25,200 - £28,000 (depending on the experience displayed in the CV and interview) +** Benefits** | Hear from the team ✨

**Condensed shifts working 4 longer days with 3 days off per week, shifts will be 9am - 7/7:30pm and 11:30am/12 - 10pm, working 4 full weekends in a 12 week rota.**

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

We're waving goodbye to the complicated and confusing ways of traditional banking.

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 ❤️
- **Our Prevent team**

What you'll be doing: 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**:
Fraud Investigators within our Prevent pillar work within unregulated but critical deadlines.

Key responsibilities include:

- Gathering evidence from flagged transaction data
- Use of Monzo's values to investigate the nature of suspicious transactions with empathy and attention to detail over the phone and via chat
- Use of Monzo's values to reassure and support customers through the process of identifying active fraud
- Independently make decisions on cases and release or block flagged transactions
- Collaboratively make decisions on cases and release or block 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 17th February 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, HMRC
- A 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.
- 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 17th February 2025.

**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)

**Equipment**:

- We'll provide you with a Macbook laptop on your first day. There's no need to supply your own.
- You do need