Senior Fraud Investigator, Prevent

We're on a mission to make money work for everyone.

We're waving goodbye to the complicated and confusing ways of traditional banking.

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

Shift pattern: 37.5 hours per week - Monday to Friday 9am to 6pm, working 1 in 5 weekends and 1 week of 11:30am - 8pm every 4 weeks. Please note you may be required to work bank holidays, including Christmas Day, Boxing Day and New Years Day.

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 Senior Fraud Investigators are crucial to the success of this mission.

As a Senior Fraud Investigator, you will be part of the Prevent pillar which provides vital intervention and education to Monzo customers who are experiencing potential active fraud attempts on their funds across two main channels:

• Authorised card payment fraud
• Authorised faster payment fraud

Senior Fraud Investigators in our Prevent pillar support the quality of performance and knowledge across the pillar by answering escalations, supporting operational changes, and speaking to our customers who are at potential risk of the most complex scams. We're looking for investigators with in-depth knowledge of cryptocurrency and understanding of how this can be used by fraudsters across a range of typologies as we continue to develop and optimise our controls.

This means you can complete a complex investigation from start to finish for our customers and provide clear feedback to our teams as we work together to become the most trusted bank in the UK.

Specific 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.
• Use of Monzo's values to reassure and support customers through the process of identifying active fraud.
• Independently making decisions on cases and releasing or blocking flagged transactions up to a case value of £59,999.00.
• 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 £59,999.00 for upwards escalation
• 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.
• Handling non-FOS complaints and feeding back to Investigators and their managers where required as part of our continuous improvement feedback loop.
• A strong understanding of regulatory requirements in fraud and/or financial crime
• A strong knowledge of cryptocurrency and how this is used in fraud typologies
• Excellent English written & verbal communication skills and experience speaking to victims of potential fraud
• Ability to be persuasive and empathetic
• Strong expertise in investigating, problem solving and decision making
• Ability to work well independently & be collaborative with the wider team
• Ability to work to deadlines
• Values driven approach in line with Monzo's core values

£1,000 learning budget each year to use on books, training courses and conferences.

We will set you up to work from home; all employees are given Mac Books and for fully remote workers we will provide extra support for your work-from-home setup.

Plus lots more! Read our full list of benefits