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. As part of your role you will be required to make outbound calls. 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. Fraud Investigators within our Prevent pillar work within unregulated but critical deadlines. Key responsibilities include: Gathering evidence from flagged transaction data Use of Monzo’s values to investigate the nature of suspicious transactions with empathy and attention to detail over the phone and via chat Use of Monzo’s values to reassure and support customers through the process of identifying active fraud Independently make decisions on cases and release or block flagged transactions Collaboratively make decisions on cases and release or block flagged transactions Triaging cases Reviewing limit increase requests from customers Submitting accounts for closure where first party concerns are held following investigation (in line with relevant guidance) Safeguarding compromised accounts and taking appropriate remedial action to ensure customers can resume safe usage of their Monzo account Providing advice and support to victims of fraud on how they can protect themselves in the future Completing any post-investigation activity as required