Fraud Investigator - Prevent

The Fraud Investigator role within our Prevent pillar provides vital intervention and response to Monzo customers who are experiencing potential active fraud attempts on their funds across two main channels: Authorised card payment fraud and Authorised faster payment fraud. Investigators work within unregulated but critical deadlines gathering evidence from flagged transaction data, using Monzo’s values to investigate suspicious transactions with empathy and attention to detail over the phone and via chat. They reassure and support customers through the process of identifying active fraud. Independently, they make decisions on cases and release or block flagged transactions, triage cases, review limit increase requests, and submit accounts for closure where first party concerns are held. Safeguarding compromised accounts and providing advice to victims of fraud are also key responsibilities. You’ll need to be available Monday to Sunday between 9am and 10pm, you will work 4 days and have 3 rota’d days off per week. In a 12 week rotation you’ll work 4 full weekends and have 4 weeks of 10pm finishes.