Fraud Protection Investigator

Monzo Bank

. Provide after-care to Monzo customers who have fallen victim to value fraud .

Posted 11/6/2026full-timeRemote • United KingdomMid-LevelSenior💰 £27,700 - £33,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong expertise in investigating fraud claims with a values-driven approach, while providing empathetic support to customers. Capable of making informed decisions regarding fraud claims and safeguarding compromised accounts.

Highest-signal resume keywords

Fraud InvestigationCustomer Service ExperienceDecision MakingEmpathyProblem Solving

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Excellent English Communication SkillsPersuasivenessAttention to DetailAbility to Work IndependentlyCollaborative Teamwork

Industry Keywords

Value FraudUnauthorised Card FraudFaster Payment FraudThird-Party Account TakeoverFinancial ServicesFOSHMRC

About the role

Key responsibilities & impact

Provide after-care to Monzo customers who have fallen victim to value fraud
Investigate unauthorised card fraud, unauthorised faster payment fraud, authorised card payment fraud, authorised faster payment fraud, and third-party account takeover attempts
Gather evidence from customer claim submissions through in-app chat and customer calls
Probe for further evidence where needed
Investigate claims empathetically and with attention to detail using Monzo’s values
Make decisions to uphold or decline fraud claims up to £5,000
Submit accounts for closure where first-party concerns are identified
Triage cases exceeding £5,000 for escalation
Safeguard compromised accounts and take remedial action
Advise and support fraud victims on future protection
Complete post-investigation activities as required

Requirements

What you’ll need

Excellent English written and verbal communication skills
Previous experience in customer service or a related field
Experience in customer service, banking, or other financial services such as FOS or HMRC; fraud-related experience advantageous
Ability to be persuasive and empathetic
Strong expertise in investigating, problem solving, and decision making
Ability to work independently and collaboratively with the wider team
Ability to work to deadlines
Values-driven approach aligned with Monzo’s core values
Ability to work 37.5 hours per week, shifts between 9am–6pm, with one week in three working 1pm–10pm and two in four Saturdays
UK-based work location

Benefits

Comp & perks

Incentive Awards tied to your performance
£1,000 learning budget each year for books, training courses and conferences
MacBook provided
Extra support for fully remote workers’ work-from-home setup
Additional benefits listed by Monzo