🕒 yesterday
Investigate customer fraud claims, gather and assess evidence, make decisions on claims up to £5,000, secure compromised accounts, and support victims with empathetic, practical guidance.
Fraud Pursue Investigator
🕒 yesterday
Fraud InvestigationFinancial CrimeEvidence GatheringFraud Reporting
📜 Description
- Investigate and action fraud reports received from other financial institutions.
- Gather further evidence and assess claims with empathy and attention to detail.
- Investigate and report cases to other banks when Monzo customers are victims of fraud.
- Triage inbound communications from financial institutions and take initial action.
- Create and action indemnities and defunds where needed; report cases to CIFAS.
- Communicate with law enforcement about crime identified during investigations.
🛠️ Requirements
- Previous experience in customer service or a related field.
- Excellent written and verbal English communication skills.
- Persuasive and empathetic approach.
- Strong investigation, problem-solving, and decision-making skills.
- Able to work independently and collaboratively with the wider team.
- Able to work to deadlines and demonstrate a values-driven approach.
✨ Benefits
- Performance-linked incentive awards.
- 000 annual learning budget for books
- Training courses
- MacBook provided to all employees.
- Additional work-from-home setup support for fully remote workers.
Full job description
🚀 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 ❤️
📍Remote, UK | 💰 | £27,700 - £33,600 + Incentive Awards tied to your performance + Benefits ✨
Start date - 31st January 2027
37.5 hours per week, shifts between 9am to 5:30pm/ 9:30am to 6:00pm; 1 in 4 Saturdays OR Sundays
⭐️ About our Financial Crime & Fraud Team:
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.
🔑You’ll play a key role by...
The Fraud Investigator role within our Pursue pillar facilitates and acts on vital communication between Monzo and other institutions; helping us to prevent the loss of funds to fraudsters both within Monzo and across the industry. This communication falls into three main categories:
- Communication to other banks about potential fraudsters in their customer base
- Communication from other banks about potential fraudsters in Monzo’s customer base
- Communication to and from CIFAS about potential fraudsters in Monzo’s customer base
- Communication with law enforcement about crime we discover as part of our investigations
🔑 Your day to day:
Fraud Investigators within our Pursue pillar work to a mixture of regulated and unregulated deadlines. Their role supports the quality of performance and knowledge across the pillar.
- Investigating and actioning fraud reports received from other financial institutions
- Probing for further evidence where needed
- Using Monzo’s values to investigate claims with empathy and attention to detail
- Investigating and reporting fraud to other banks when our customers have been a victim of fraud
- Triaging and taking initial action on inbound communications from a range of institutions
- Creating and actioning indemnities and defunds where needed
- Reporting to CIFAS
🤩 We’d love to hear from you if…
- 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
🙌 What’s in it for you
💰 £27,700 - £33,600 base salary ➕ Incentive Awards tied to your performance
📚£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 MacBooks 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
🌈 The application journey has 3 key steps:
-
CV and application questions
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a video call with a recruiter
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Values and technical interview with the team
This process should take around 3-4 weeks - your schedule is really important to us, so we promise to be as flexible as possible!
We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.
We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.
#LI-SK2 #LI-REMOTE
Equal opportunities for everyone
Diversity and inclusion are a priority for us and we’re 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 with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2026 Diversity and Inclusion Report and 2025 Gender Pay Gap Report.
We’re an equal opportunity employer. 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.
If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊
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