Fraud Protection Investigator

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Deliver aftercare services to Monzo customers impacted by value fraud.

• Examine cases of unauthorized card fraud, unauthorized faster payment fraud, authorized card payment fraud, authorized faster payment fraud, and third-party account takeover incidents.

• Collect evidence from customer claim submissions via in-app chat and phone calls.

• Seek additional evidence when necessary.

• Conduct claims investigations with empathy and meticulous attention to detail, reflecting Monzo’s values.

• Make determinations to approve or deny fraud claims up to £5,000.

• Initiate account closures when first-party issues are detected.

• Manage cases exceeding £5,000 for further escalation.

• Protect compromised accounts and implement necessary corrective actions.

• Offer guidance and support to fraud victims regarding future prevention.

• Fulfill post-investigation tasks as needed.

⛳️ Requirements

• Exceptional English communication skills, both written and verbal.

• Prior experience in customer service or a similar field.

• Background in customer service, banking, or financial services such as FOS or HMRC; experience in fraud is a plus.

• Capacity to be both persuasive and empathetic.

• Strong skills in investigation, problem-solving, and decision-making.

• Ability to work autonomously as well as collaboratively within a broader team.

• Capability to meet deadlines effectively.

• A values-driven mindset consistent with Monzo’s core principles.

• Availability to work 37.5 hours weekly, with shifts from 9am–6pm, including one week in three working from 1pm–10pm and two out of four Saturdays.

• Must be based in the UK.

🏝️ Benefits

• Performance-linked Incentive Awards.

• An annual £1,000 learning budget for books, training courses, and conferences.

• Provision of a MacBook.

• Enhanced support for remote workers' home office setups.

• Additional benefits as outlined by Monzo.