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.
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.
Please only apply for this role if you have worked in a Fraud role within Financial Services.
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.
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 of 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.
* 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.
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 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.
If you have a preferred name, please use it to apply. We don't need full or birth names at application stage.
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Please confirm your UK Right to Work status. *
We legally have to verify your Right to Work in the UK before you can start working for us. We're asking for this information now so we know later what type of right to work check we need to do. Your answer to this question won't affect the outcome of your application, unless you'd need visa sponsorship but are applying to a role we can't sponsor.
Due to the nature of this role, it is essential that you have experience working in an operational fraud investigation team within Financial Services. Please can you confirm you do? *
Can you confirm you are able to work the shift patterns advertised? & happy to work condensed hours. *
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