Remote, UK | | £26,000 - £31,400 + Benefits | Hear from the team ✨

Start date - Monday March 16th, 2026

37.5 hours per week, shifts between 9am-6pm & 1 week in 3 shifts will be 1-10pm & 2 in 4 Saturdays.

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

• 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.

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

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 you have:

• Excellent English written & verbal communication skills
• Previous experience in a Fraud role within financial services
• Familiarity with common fraud typologies
• Experience in banking or other financial services such as FOS, HMRC
• 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 - this is an informal chat and no need to prepare anything!
• A remote interview, lasting approximately 1 hour

Please note we will only close this role once we have enough applications for the next stages. Please submit your application asap to avoid any disappointment.

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 charlottesmith@monzo.com.

What's in it for you:

• Salary range of £26,000 - £31,400 + stock options & benefits
• 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
  ➕ And much more, see our full list of benefits here

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.

#LI-Remote #LI-SW