Overview

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

We are a new type of bank, using technology to create a better way to manage your money. Free to download, free to spend, free to quickly send and receive money.

We offer personal and business accounts. We also help people save, invest, and borrow with a range of products. We have over 13 million customers (and counting).

Remote, UK | £27,700 – £33,600 plus Incentive Awards tied to your performance plus Benefits

Our Fraud Protect Investigator positions are an incredibly important part of our Fraud and Financial Crime offering. We’re looking for a brilliant communicator, interested in people, who can offer empathetic support to our customers who have been affected by fraud, can build a rapport with them and who has a keen eye for detail when investigating whether a fraudulent payment has happened.

This role is a 37.5-hour week. Working shifts vary between the hours of 09:00-18:00 and 13:00-22:00, one week in three. We also work 2 in 4 Saturdays.

Cohort start date: 31st January 2027 (approximate) – please apply promptly if you are considering this role, as we will close applications once the roles are filled.

Our Fraud Protect team

Our Financial Crime and Fraud Collective is dedicated to preventing fraud, and where it has happened, ensuring customers have a great claims experience. You’ll be part of the Fraud Protect team (we call it Protect) and help keep our customers safe and secure.

Fraud comes in many forms, and you could investigate any of the following:

  • Unauthorised transactions – a payment made by someone other than the cardholder.
  • Authorised Push Payment – a scam where a customer is tricked into sending their money to a fraudster.
  • Accounts set up fraudulently – scammers may open accounts using stolen identities.

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo.

You’ll play a key role by

  • Listening carefully to understand a customer’s situation and rapidly building a rapport with them.
  • Gathering the relevant evidence – through in-app chat, as well as investigating accounts, transactions, and behaviour patterns, and calling customers where needed.
  • Investigating and providing guidance on claims, up to £5,000, looking for the reason transactions occurred. Identifying where the transaction logs indicate a customer has been a victim of fraud, a customer has been a victim of a scam, or the transaction is legitimate.
  • Using our internal training and guidance to make the best decision for the customer, documenting evidence and reasons for the decision and providing a clear final decision for the claim, outlining the outcome and next steps.
  • Triaging cases with a total value exceeding £5,000 – analysing the transactional activity and identifying if the case is fraud or authorised push payment (APP) fraud.
  • Offering safeguarding initiatives for compromised accounts, setting up a plan to minimise the risk to the customer and Monzo.
  • Advising the customer on the appropriate steps and course of action.
  • Disputing transactions and liaising with card schemes to correct misapplied funds.

We’d love to hear from you if

  • You have previous customer service experience.
  • You have a really strong command of written English and excellent communication skills.
  • You’re empathetic to customers’ needs and can easily build a rapport with a customer in difficult circumstances.
  • You’re able to challenge and identify if a story adds up – with evidence to support it.
  • You are able to work under pressure and with deadlines.
  • You have strong attention to detail and are highly organised.

The application process consists of three key steps

  • An initial application (you will be required to complete some short scenario questions as part of your application).
  • A phone interview with our Talent Team; this will last approximately 30 minutes.
  • A final interview (this will include completing an activity) with the hiring team; this will be approximately 1 hour.

What’s in it for you

  • £1,000 learning budget each year to put towards training.
  • A dedicated work-from-home setup allowance.
  • Plus lots more!

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives.

We’re an equal opportunity employer, and we are proud that we have been named the 9th best place to work in the UK by the Sunday Times Best Places to Work 2025 – and we are working hard to continue to improve diversity and inclusion in our communities. We are also a Disability Confident employer.

We’ll continue working every single day to make Monzo the great place to be for everyone.