The opportunity
š Weāre on a mission to make money work for everyone.
What you'll do
Real-Time Investigation: Gather and analyse evidence from flagged transaction data to identify active fraud attempts.
High-Stakes Decision Making: Make confident, independentāand at times collaborativeādecisions to either release or block suspicious transactions.
Customer Intervention: Use Monzoās values to investigate suspicious activity via phone and chat, balancing professional curiosity with deep empathy.
Active Safeguarding: Support and reassure customers during active fraud scares, securing compromised accounts and taking remedial action so they can resume safe banking.
Case Triage & Review: Effectively triage incoming cases and review customer limit increase requests to mitigate potential risk.
Account Integrity: Where investigations reveal first-party concerns, manage the account closure process in strict accordance with internal guidance.
What they're looking for
- Educational Support: Empower victims of fraud by providing tailored advice on how to protect themselves from future threats.
- Operational Excellence: Complete all necessary post-investigation activity with high attention to detail to ensure a clean audit trail.
- You enjoy a telephony role as this forms the core part of being a successful investigator.
- You bring experience from Banking, Financial Services (e.g., FOS, HMRC), or have a Law Enforcement background.
