- Company: Monzo
- Location: Cardiff, London or Remote (UK)
- Job type: Full-time
- Salary: £27,700 – £33,600 + Incentive Awards
- Deadline: Role closes once enough applications are received
✅ Visa sponsor check: Monzo Bank Ltd (London) is on the UK Home Office register of licensed sponsors for Skilled Worker, Global Business Mobility: Senior or Specialist Worker (A rating), checked 6 November 2026. Being a licensed sponsor doesn’t guarantee sponsorship for this role: confirm it with the employer, and never pay anyone for a Certificate of Sponsorship.
About the role
Monzo is looking for a Fraud Protect Investigator to join their Financial Crime & Fraud Collective. This role sits within the ‘Protect’ pillar, focusing on securing accounts and supporting customers after fraudulent events. You will work remotely in the UK, starting on 31st January 2027.
Responsibilities
- Investigate fraud claims including unauthorised card and payment fraud, as well as account takeover attempts.
- Gather evidence from customer submissions via in-app chat and calls.
- Make decisions on fraud claims up to a value of £5,000.
- Triage cases exceeding £5,000 for escalation.
- Safeguard compromised accounts and take remedial action to ensure safe usage.
- Provide advice to victims on how to protect themselves in the future.
Requirements
- Excellent written and verbal English communication skills.
- Previous experience in customer service, banking, or financial services.
- Strong problem-solving, investigating, and decision-making abilities.
- Ability to work independently and collaboratively to deadlines.
- Empathetic and persuasive approach aligned with Monzo’s values.
Pay and benefits
- Salary: £27,700 – £33,600 plus performance-based Incentive Awards.
- £1,000 annual learning budget for books, courses, and conferences.
- Home setup support including a MacBook and additional equipment for remote workers.
- 37.5 hours per week with shifts between 9am-6pm, including some evening and Saturday shifts.
How to apply
Apply directly on Monzo’s own careers website. Omadaily never charges job seekers.
