Senior Fraud Investigator - Prevent

🚀 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 💰£28,000 - £33,000 +  Benefits | Hear from the team ✨ Start date - Monday 7th July 2025

Please only apply for this role if you have worked in a Fraud or Financial Crime role within Financial Services & have exposure or experience in Cryptocurrency.

Shifts - 9am - 6pm, 1 in 5 weekends.

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 Senior Fraud Investigators are crucial to the success of this mission.

What you’ll be working on; 

As a  Senior Fraud Investigator, you will be part of the Prevent pillar which provides vital intervention and education 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
  
  

Your day to day; 

Senior Fraud Investigators in our Prevent pillar support the quality of performance and knowledge across the pillar by answering escalations, supporting operational changes, and speaking to our customers who are at potential risk of the most complex scams. We’re looking for investigators with in-depth knowledge of cryptocurrency and understanding of how this can be used by fraudsters across a range of typologies as we continue to develop and optimise our controls. This means you can complete a complex investigation from start to finish for our customers and provide clear feedback to our teams as we work together to become the most trusted bank in the UK. 

Specific 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.
• Use of Monzo’s values to reassure and support customers through the process of identifying active fraud.
• Independently making decisions on cases and releasing or blocking flagged transactions up to a case value of £24,999.00.
• 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 £24,999.00 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.
• Handling non-FOS complaints and feeding back to Investigators and their managers where required as part of our continuous improvement feedback loop.

You should apply if you have:

• A strong understanding of regulatory requirements in fraud and/or financial crime
• A strong knowledge of cryptocurrency and how this is used in fraud typologies 
• Excellent English written & verbal communication skills and experience speaking to victims of potential fraud
• 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 interview process:

Our interview process involves 3 main stages: 

• Application questions 
• Recruiter call 
• Final stage interview 

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:

• 💰 £28,000 - £33,000 ➕ plus stock options & benefits 
• 📍This role is remote but can be based in our Cardiff office if you’d like to attend an office
• 📚 Learning budget of £1,000 a year for books, training courses and conferences
• ➕ And much more, see our full list of benefits here

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. 

#LI-Remote

---

Equal opportunities for everyone

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, 2023 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

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 😊