Fraud Protect 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. 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 ❤️ 📍Remote, UK | 💰 | £27,700 - £33,600 + Incentive Awards tied to your performance + Benefits ✨ Start date - 31st January 2027 37.5 hours per week, shifts between 9am-6pm & 1 week in 3 shifts will be 1-10pm & 2 in 4 Saturdays. ⭐ Our Fraud Protect team: 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. Our Fraud department operates across three strategic pillars—Protect, Pursue, and Prevent; this specific role sits within the Protect arm, focusing on securing accounts and supporting customers after a fraudulent event has occurred. 🔑You’ll play a key role by... 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 🔑 You’ll play a key role by: 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 via our In app chat function and calls to and from customers • 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 £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 £5,000.00 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 🤩 We’d love to hear from you if… • Excellent English written & verbal communication skills • Previous experience in customer service or a related field • Experience in customer service, banking or other financial services such as FOS, HMRC (advantageous a Fraud related role) • 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 3 key steps • Some initial application questions (please take your time, we read these carefully!) • Recruiter call • A remote interview, lasting approximately 1 hour 🙌 What’s in it for y