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, and Third party account takeover attempts. As a Fraud Investigator you will be gathering evidence from customers’ claim submissions via our In app chat function, probing for further evidence where needed, and using Monzo’s values to investigate claims with empathy and attention to detail. You will be 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, and triaging cases with a value of more than £5,000.00 for upwards escalation. You will also be providing advice and support to victims of fraud on how they can protect themselves in the future.