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About the Role
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, authorised faster payment fraud, and third party account takeover attempts. You will play a key role in securing accounts and supporting customers after a fraudulent event has occurred.
Responsibilities
- Gathering evidence from customers’ claim submissions via our In app chat function and calls to and from customers
- Probing for further evidence where needed
- Use of Monzo’s values to investigate claims with empathy and attention to detail
- 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
- Triaging cases with a value of more than £5,000.00 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
- Completing any post-investigation activity as required
Requirements
- Excellent English written & verbal communication skills
- Previous experience in customer service or a related field
- 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
Skills
- Customer service
- Banking
- Financial services
- Fraud investigation
- Problem solving
- Decision making
Location
- Remote, UK
Work Type
- Full-time
- Remote
Experience Level
- Not specified
Education Level
- Not specified
Salary/Compensations
- £27,700 - £33,600
Benefits
- Incentive Awards tied to performance
- £1,000 learning budget each year
- Macbooks provided
- Extra support for work-from-home setup
About the Company
- We’re on a mission to make money work for everyone.
- We’re waving goodbye to the complicated and confusing ways of traditional banking.
- After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.
- 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 ❤️
Equal Opportunity
- All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.