Fraud Investigator Protect

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, and Third party account takeover attempts. As a key player, you will gather evidence from customers’ claim submissions via our In app chat function and calls to and from customers while probing for further evidence where needed. You will use Monzo’s values to investigate claims with empathy and attention to detail. This involves making decisions on cases and upholding or declining fraud claims up to a case value of £5,000. You'll also submit accounts for closure where first party concerns are held following investigation, triage cases with a value of more than £5,000.00 for upwards escalation, and safeguard compromised accounts, taking appropriate remedial action to ensure customers can resume safe usage of their Monzo account. In addition to completing any post-investigation activity, you will provide advice and support to victims of fraud.