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 ❤️

Remote, UK | | £27,700 - £33,600 + Incentive Awards tied to your performance + Benefits ✨

Start date - 31st January 2027

37.5 hours per week, shifts between 9am-6pm & 1 week in 3 shifts will be 1-10pm & 2 in 4 Saturdays.

⭐ Our Fraud Protect 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.

Our Fraud department operates across three strategic pillars—Protect, Pursue, and Prevent; this specific role sits within the Protect arm, focusing on securing accounts and supporting customers after a fraudulent event has occurred.

You’ll play a key role by...

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

You’ll play a key role by:

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 appr

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