Fraud Investigator

  • Monzo
  • United Kingdom
  • Sep 23, 2022

Job Description

📍Remote, UK | 💰 £23,500 + Benefits

About us 🏦 

We’re here to make money work for everyone and we're doing things differently. For too long, banking has been obtuse, complex and opaque.

We want to change that and build a bank with everyone, for everyone. Our amazing community 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.

What you'll be working on

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 victim, 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 to 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 decisioning-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’ve 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 2-3 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) ➕ plus stock options & 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

➕And much more, see our full list of benefits here 

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 cover 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.

You can read more about open availability at Monzo here.

🏡 To work remotely you'll also need:

  • to work from home in the UK in a safe, private and distraction free environment
  • 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.

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Questions about this role or application process? Head over to our careers page to read our FAQs (www.monzo.com/careers) or email us if we need to make any adjustments to the application process because of disability or neurodiversity.

Equal Opportunity Statement

We are actively creating an equitable environment for every Monzonaut to thrive.

Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and 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,  2021 Diversity and Inclusion Report and 2021 Gender Pay Gap Report.

We're an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

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