Fraud Protect Investigator

• Join Monzo as a Fraud Protect Investigator, working fully remotely from the UK. • Support customers who have fallen victim to fraud by providing vital after-care within the Protect pillar of the Fraud department. • Investigate unauthorised and authorised card and faster payment fraud, as well as third party account takeover attempts. • Work within a mix of regulated and unregulated deadlines while helping to raise the quality of performance and knowledge across the pillar. • Contribute to Monzo's mission of earning customers' trust, supporting safe growth and building a safer society. • Work 37.5 hours a week on shifts between 9am and 6pm, with one week in three finishing at 10pm and two in four Saturdays.

• Bring excellent written and verbal communication skills in English. • Show previous experience in customer service or a related field. • Bring experience in banking or other financial services, such as FOS or HMRC. • Show a persuasive and empathetic approach when speaking with customers. • Use strong investigation, problem-solving and decision-making skills. • Work well independently while collaborating with the wider team. • Meet deadlines consistently. • Apply a values-driven approach in line with Monzo's core values.

• Bring previous experience in a fraud-related role. • Know how financial services bodies such as FOS and HMRC operate. • Show experience of making decisions on customer claims in a regulated environment. • Use empathy and attention to detail when handling sensitive customer situations.

• Gather evidence from customers' claim submissions through in-app chat and calls to and from customers. • Probe for further evidence where needed. • Investigate claims with empathy and attention to detail, guided by Monzo's values. • Decide whether to uphold or decline fraud claims up to a case value of £5,000. • Submit accounts for closure where first party concerns remain after investigation, in line with relevant guidance. • Triage cases above £5,000 for escalation. • Safeguard compromised accounts and take remedial action so customers can safely use their Monzo account again. • Advise victims of fraud on how to protect themselves in future and complete any post-investigation activity.

We have been Monzo customers for years and have always loved their beautiful, simple app UI. We believe their product has a positive impact on millions of customers, motivating them to be more conservative with their spending and helping them save money. Monzo, as a company, has consistently grown over the past 10 years and is known for its strong company culture, generous benefits, and leadership that strives to be truly transparent and cares about its colleagues. It is a company that helps you advance your career and grow as a professional, working with great teams. If you like to join a thriving, upcoming bank and help millions of customers lead a financially sound life, Monzo gives you the opportunity to push ahead.

• Earn £27,700–£33,600 plus incentive awards tied to your performance. • Work fully remotely from the UK, with a Macbook and extra support for your work-from-home setup. • Use a £1,000 annual learning budget for books, training courses and conferences. • Enjoy a wider benefits package set out on Monzo's careers page.

Monzo is a UK bank on a mission to make money work for everyone, offering personal, business, joint, teen and kids accounts, credit cards, savings, investments and pensions. It has grown from a prepaid card ten years ago into a full banking provider known for its hot coral cards, get-paid-early feature and award-winning customer service.