Fraud Investigator Remote

“Previously Startups of London has featured Monzo in our article The Complete List of Unicorn Startups in the UK 2022.

You can also click on the company name above or go to their company page from here and learn more about their culture, business and management.

As for the role; Monzo is looking for a Fraud Investigator to join their company. Learn more about the role, requirements as well as benefits in the below description. Click on the Apply Now button to complete job application.”

– Startup of London Team

The Role

We are looking for passionate experienced Fraud Investigators who love solving problems and keeping up-to-date with the latest fraud trends to join our entry-level team, kickstart a career in fraud investigation, and help Monzo make money work for everyone. 

Unfortunately, Fraud is an unavoidable part of banking, and while Monzo is constantly working to prevent it, we can’t eradicate it completely. 

In the Fraud function, you’ll be investigating the claims of unauthorised transaction fraud, and authorised push payment fraud made by our customers, in order to confirm that they are indeed a real victims, and haven’t enabled the fraud through their own actions. You’ll help to determine whether or not we can help them recover the money they have lost. As you gain experience you’ll be given the authority to take on more complex, and higher-value cases.

Your day to day

• Using the full set of tools in our internal database to build a timeline of a customer’s fraud claim.
• Questioning our customers effectively and efficiently without influencing their answers, or making them feel interrogated – we still want to delight our customers whenever we can!
• Making fair decisions based on external regulations and internal policies, to deliver fair outcomes for our customers.
• Engaging with other banks and financial institutions about reports of fraudulent behaviour. 

Scott, a Fraud Investigator, tells you more:

‘In my time at Monzo, there’s been no role as fulfilling as working as a Fraud Investigator. My day is super varied, as no two fraud claims are the same. I take a real sense of pride in being able to help our customers recover any money they’ve lost and also protect Monzo from people who may try to defraud us.

Even now, as a Fraud Investigations Expert, the lessons and best practices I picked up when I started the role have continued to influence my working day. When I lead any training groups or buddying sessions, the one thing I impress on everyone is how important your decision-making skills will be in this role. Having the confidence to make a decision is integral to succeeding as a Fraud Investigator, and the training and tools available to all of us here quickly help build the confidence needed to sharpen your decision-making skills.

For me, as soon as my confidence was in place, I had no issues in achieving and exceeding any set targets, and the path to becoming an Expert was a short and smooth one. There’s still new things to learn, and that can be challenging at times, but the Card Fraud community is always supportive and ready to help.

In applying for this role, it is essential that you have experience in one or more of the following:

• Investigating unauthorised transaction fraud (both card fraud and FPS)
• Investigating authorised push payment fraud
• Engaging with other banks and financial institutions about reports of fraudulent behaviour
• Securing fraudulent funds so that they can be returned to victims

You should apply if:

• You can start on November 28th 2022
• You are a UK resident currently living in the UK and have the right to work in the UK.
• You have experience working in operational fraud investigation teams 
• You actively follow current fraud trends and typologies.
• You love connecting the dots and solving problems.
• You are comfortable making judgement-based decisions in a changing environment.
• You’re great at explaining things to people and have flawless written English.
• You’re excited by our mission of making money work for everyone. 

The interview process

The application process consists of

– some initial application questions (please take your time, we read these carefully!)

– A remote assessment centre, lasting approximately 3 hours

Our average process takes around 2-3 weeks and we typically run weekly assessment centres. You will have the chance to speak to our recruitment team at various points during your process, but if you do have any specific questions ahead of this please contact us on hiring@monzo.com

What’s in it for you:

£23,500 (if you are based in Greater London, we take this into consideration) benefits 

This is a distributed (work-from-home) role, but you can be based in our Cardiff office if you would prefer to work in an office environment.

Learning budget of £1,000 a year for books, training courses, and conferences

If you prefer to work part-time, we’ll make this happen whenever we can – whether this is to help you meet other commitments or strike a great work-life balance.

Your working life and shift requirements

You’ll be working remotely on an ‘open availability’ contract basis, to make sure we’re always here to help and allow 24/7 customer telephony support, meaning your shift pattern will change on a weekly basis.

To make sure we have enough coverage on weekends, you’ll work some other weekend days and get days off in the same working week. All of our full-time COps are guaranteed 1 full weekend off each month.

To work remotely you’ll also need:

• to work from home in the UK in a safe, private and distraction-free environment
• with a solid internet connection (download speed – 10mbps; upload speed – 3 Mbps)

Equipment:

• We’ll provide you with a work laptop on your first day. There’s no need to supply your own.
• You do need to own your own smartphone, this will be needed each time you log into our customer support system.