Fraud Investigator

As a Fraud Investigator within our Prevent pillar, you will be at the absolute frontline of our mission to earn and keep our customers' trust while building a safer society. Your primary focus is providing vital, real-time intervention for customers facing active fraud attempts, specifically managing risks across authorised card and faster payment channels. This is a high-impact, proactive role where you won't just be reviewing cases-you'll be taking decisive action, which includes making calls to guide customers through stressful situations and secure their funds. By preventing losses before they happen, you become a crucial contributor to Monzo's safe growth and a key defender against financial crime in the industry. You'll play a key role by...

• Real-Time Investigation: Gather and analyse evidence from flagged transaction data to identify active fraud attempts.
• High-Stakes Decision Making: Make confident, independent-and at times collaborative-decisions to either release or block suspicious transactions.
• Customer Intervention: Use Monzo's values to investigate suspicious activity via phone and chat, balancing professional curiosity with deep empathy.
• Active Safeguarding: Support and reassure customers during active fraud scares, securing compromised accounts and taking remedial action so they can resume safe banking.
• Case Triage & Review: Effectively triage incoming cases and review customer limit increase requests to mitigate potential risk.
• Account Integrity: Where investigations reveal first-party concerns, manage the account closure process in strict accordance with internal guidance.
• Educational Support: Empower victims of fraud by providing tailored advice on how to protect themselves from future threats.
• Operational Excellence: Complete all necessary post-investigation activity with high attention to detail to ensure a clean audit trail.
  
  You bring experience from Banking, Financial Services (e.g., FOS, HMRC), or have a Law Enforcement background.
• You are a Fraud Specialist is ideal but not necessary as full training will be provided: You are familiar with common fraud typologies and have a strong foundation in investigative problem-solving.
• Investigative Rigour: The ability to probe deeply during an investigation and clearly explain the "why" behind your final decisions.
• You are a decisive communicator: You possess excellent English written and verbal skills, with the ability to be persuasive yet empathetic. You can make confident, concise decisions under pressure.
• You are an independent collaborator: You thrive when working autonomously but value being part of a wider, supportive team.
• You are mission-driven: You are genuinely excited about our mission to make money work for everyone and approach your work through the lens of Monzo's core values.
• Empathetic: Exceptional communication skills used to handle difficult customer conversations, particularly when educating victims to "break the spell" of a scam while remaining firm and professional. You're confident in communicating across all channels (phone, in-app chat, and email), handling both inbound and outbound calls with care.
• Feedback-driven Mindset: A proactive approach to continuous improvement, consistently seeking out and acting upon feedback to refine your craft.
• Solution-oriented problem-solving: You bring solutions rather than just highlighting obstacles, providing kind and constructive feedback to your peers to help the collective grow.
• Decisive independence: The confidence to make firm, independent decisions on complex cases without an excessive reliance on second opinions.
  
  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. You can read more in our blog, 2026 Diversity and Inclusion Report and 2025 Gender Pay Gap Report.
  
  Remote, UK | £16,620-£21,360 per year (pro rata, based on 22.5 hours per week) + Incentive Awards tied to your performance + Benefits
The start date for this role: Monday January 18th, 2027 Working Pattern: This role operates on one of the following permanent weekend rotations: Permanent Saturday Rotation: Wednesday, Thursday and Friday, 5:00pm-10:00pm, and Saturday, 11:00am-7:30pm. Days off are Sunday, Monday and Tuesday. Permanent Sunday Rotation: Wednesday, Thursday and Friday, 5:00pm-10:00pm, and Sunday, 11:00am-7:30pm. Days off are Monday, Tuesday and Saturday. Candidates will be assigned to either the permanent Saturday or permanent Sunday rotation., £16,620-£21,360 Incentive Awards tied to your performance (Pro-Rata) £1,000 learning budget each year to use on books, training courses and conferences. We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup. Plus lots more! Read our full list of benefits (Pro Rata)