Fraud Protection Investigator

🔥 53 minutes ago

🇬🇧 United Kingdom – Remote

💵 £27.7k - £33.6k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

👻 Ghost score 0%

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Monzo Bank

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🏦 Banking

💳 Fintech

👥 B2C

Banking • Fintech • B2C

Monzo Bank is a digital bank based in the UK, known for its innovative app offering a wide range of personal banking services. It provides features such as fee-free spending abroad, automatic bill sorting, early salary payments, and round-up savings. Monzo offers various account types, including joint accounts, under 16s accounts, and savings pots with competitive interest rates. Customers can manage savings, investments, and pensions directly through the app, along with credit and loan options. Monzo emphasizes strong security features and customer support, making banking easy and accessible for its users.

📋 Description

• Provide after-care to Monzo customers who have fallen victim to value fraud • Investigate unauthorised card fraud, unauthorised faster payment fraud, authorised card payment fraud, authorised faster payment fraud, and third-party account takeover attempts • Gather evidence from customer claim submissions through in-app chat and customer calls • Probe for further evidence where needed • Investigate claims empathetically and with attention to detail using Monzo’s values • Make decisions to uphold or decline fraud claims up to £5,000 • Submit accounts for closure where first-party concerns are identified • Triage cases exceeding £5,000 for escalation • Safeguard compromised accounts and take remedial action • Advise and support fraud victims on future protection • Complete post-investigation activities as required

🎯 Requirements

• Excellent English written and verbal communication skills • Previous experience in customer service or a related field • Experience in customer service, banking, or other financial services such as FOS or HMRC; fraud-related experience advantageous • Ability to be persuasive and empathetic • Strong expertise in investigating, problem solving, and decision making • Ability to work independently and collaboratively with the wider team • Ability to work to deadlines • Values-driven approach aligned with Monzo’s core values • Ability to work 37.5 hours per week, shifts between 9am–6pm, with one week in three working 1pm–10pm and two in four Saturdays • UK-based work location

🏖️ Benefits

• Incentive Awards tied to your performance • £1,000 learning budget each year for books, training courses and conferences • MacBook provided • Extra support for fully remote workers’ work-from-home setup • Additional benefits listed by Monzo

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