Fraud Investigator - Out of Hours We're on a mission to make money work for everyone.
We're waving goodbye to theplicated 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 toe beyond. Our UK customers can also save, invest andbine their pensions with us.
With our hot coral cards and get-paid-early feature,bined 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
Hear from our UK team about what it's like working at Monzo
• Remote in the UK | £26,000 - £31,400 + £2,503 evening allowance + Benefits | Hear from the team
• Working hours per week, 5pm - 1:30am Monday - Sunday, 1 in 3 weekend rotation.
Start date - Monday 20th October
About us:
We're here to make money work for everyone and we're doing things differently. For too long, banking has been obtuse,plex and opaque.
We want to change that and build a bank with everyone, for everyone. Our amazingmunity suggests features, test the app and give us constant feedback so we can build something everyone loves.
We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo.
O ur 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.
What you'll be working on;
The Fraud Investigator role within our overnight pillar is broken into 3 parts of Fraud, Pusue which facilitates and acts on vitalmunication between Monzo and other institutions; helping us to prevent the loss of funds to fraudsters both within Monzo and across the industry. Thismunication falls into three main categories:
The second part is within our Protect pillar which provides vital after-care to Monzo customers who have fallen victim to value fraud across a range of touch points, including:
The third is within our Prevent pillar which provides vital intervention and response to Monzo customers who are experiencing potential active fraud attempts on their funds across two main channels:
1. Unauthorised card fraud
2. Unauthorised faster payment fraud
3. Authorised card payment fraud
4. Authorised faster payment fraud
5. Third party account takeover attempts
6. Please note, as part of your role you will be required to make outbound calls
Your day to day:
Fraud Investigators within our Fraud pillars work to a mixture of regulated and unregulated deadlines. Their role supports the quality of performance and knowledge across the pillar.
7. Investigate claims with empathy and attention to detail
8. Investigating and reporting fraud to other banks when our customers have been a victim of fraud
9. Triaging and taking initial action on inboundmunications from a range of institutions
10. Creating and actioning indemnities and defunds where needed
11. Writing Suspicious Activity Reports (SARs)
12. Probing for further evidence where needed
13. Making decisions on cases and uphold or decline fraud claims
14. Submitting accounts for closure where first party concerns are held following investigation (in line with relevant guidance)
15. Safeguardingpromised accounts and taking appropriate remedial action to ensure customers can resume safe usage of their Monzo account
16. Providing advice and support to victims of fraud on how they can protect themselves in the future
17. Gathering evidence from flagged transaction data
18. Independently make decisions on cases and release or block flagged transactions
19. Collaboratively make decisions on cases and release or block flagged transactions
20. Reviewing limit increase requests from customers
You should apply if you have:
21. Excellent English written & verbalmunication skills
22. Previous experience in Fraud, customer service or a related field
23. Ability to be persuasive and empathetic
24. Strong expertise in investigating, problem solving and decision making
25. Ability to work well independently & be collaborative with the wider team
26. Ability to work to deadlines
27. Values driven approach in line with Monzo's core values
Our interview process involves 2 main stages:
28. Application questions
29. 1 hour interview, held virtually
Our average process takes around 3-4 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your hiring process, but if you
do have any specific questions before this please contact us on Sophiewalker@monzo. Please also use that email to let us know if there's anything we can do to make your application process easier for you, because of disability, neurodiversity or any other personal reason.
What's in it for you:
30. £26,000 - £31,400 base salary + plus stock options
31. Late evening allowance of £2503 per year
32. This is a remote opportunity
33. Learning budget of £1,000 a year for books, training courses and conferences
34. + And much more, see our full list of benefits here
Please note we will only close this role once we have enough applications for the next stages. Please submit your application asap to avoid any disappointment.
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, 2024 Diversity and Inclusion Report and 2024 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 Job ID 7160245