Fraud Investigator - Protect

At Monzo, we're building a new kind of bank. One that lives on your smartphone and built for the way you live today. Monzo Employee count: 1001-5000 Salary: 26k-31k GBP United Kingdom only 🚀 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 ❤️ Hear from our UK team about what it's like working at Monzo ✨ 📍Remote, UK | 💰 | £26,000 - £31,400 + Benefits | Hear from the team ✨ Start date - Monday 13th October 37.5 hours per week, shifts between 9am-6pm & 1 week in 3 shifts will be 1-10pm & 2 in 4 Saturdays. About our Financial Crime & Fraud 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 Your day to day; 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 You should apply if you have: Excellent English written & verbal communication skills Previous experience in customer service or a related field 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 some initial application questions (please take your time, we read these carefully!) 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 sophiewalker@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.

At Monzo, we're building a new kind of bank. One that lives on your smartphone and built for the way you live today. By solving your problems, treating you fairly and being totally transparent, we believe we can make banking better.