[All remote jobs](https://jobicy.com/jobs.md)[![Monzo logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/5b4c0ec3-221.jpg)](https://jobicy.com/company/monzo.md)[Monzo](https://jobicy.com/company/monzo.md) # Fraud Protect Investigator AI Summary Monzo is hiring a remote UK Fraud Protect Investigator to support customers after value-fraud incidents and protect compromised accounts. The role investigates card-payment, faster-payment, and account-takeover claims, gathers evidence through in-app chat and calls, and makes claim decisions up to £5,000. The investigator must balance empathy with evidence-based judgment, meet regulated and unregulated deadlines, and escalate higher-value cases. This full-time shift role requires strong written and verbal English, customer-service experience, independent judgment, and collaboration with the wider fraud team.[Apply for this job](#job-application)[View company](https://jobicy.com/company/monzo.md)ShareRemote from[UK](https://jobicy.com/job-region/uk.md)SalaryGBP 27,700–33,600 / yrDepartment[Legal & Compliance](https://jobicy.com/categories/legal.md)EmploymentFull TimeExperienceOpen levelPublished6 Nov 2026Apply before6 Dec 2026Listing views77Application actions4Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. Opportunity details ## About this role. 🚀 We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated 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](https://monzo.com/current-account/personal) and [business](https://monzo.com/business-banking) bank accounts, we offer [joint accounts](https://monzo.com/current-account/joint-account), [accounts for 16-17 year olds](https://monzo.com/current-account/16-17), a [free kids account](https://monzo.com/current-account/under-16s) and [credit cards](https://monzo.com/flex) in the UK, with more exciting things to come beyond. Our UK customers can also [save](https://monzo.com/savings), [invest](https://monzo.com/investments)and [combine their pensions](https://monzo.com/pensions) with us. With our hot coral cards and get-paid-early feature, combined 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 ❤️ 📍Remote, UK | 💰 | £27,700 – £33,600 + Incentive Awards tied to your performance + [Benefits](https://monzo.com/careers/) ✨ Start date – 31st January 2027 37.5 hours per week, shifts between 9am-6pm & 1 week in 3 shifts will be 1-10pm & 2 in 4 Saturdays. ⭐ Our Fraud Protect 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. Our Fraud department operates across three strategic pillars—Protect, Pursue, and Prevent; this specific role sits within the Protect arm, focusing on securing accounts and supporting customers after a fraudulent event has occurred. 🔑You’ll play a key role by… The Fraud Investigator role within our Protect pillar provides vital after-care to Monzo customers who have fallen victim to value fraud across a range of touch points, including: * Unauthorised card fraud * Unauthorised faster payment fraud * Authorised card payment fraud * Authorised faster payment fraud * Third party account takeover attempts 🔑 You’ll play a key role by: Fraud Investigators within our protect pillar work within a mixture of regulated and unregulated deadlines. Their role supports the quality of performance and knowledge across the pillar. * Gathering evidence from customers’ claim submissions via our In app chat function and calls to and from customers * Probing for further evidence where needed * Use of Monzo’s values to investigate claims with empathy and attention to detail * Making decisions on cases and uphold or decline fraud claims up to a case value of £5,000 * Submitting accounts for closure where first party concerns are held following investigation (in line with relevant guidance) * Triaging cases with a value of more than £5,000.00 for upwards escalation * Safeguarding compromised accounts and taking appropriate remedial action to ensure customers can resume safe usage of their Monzo account * Providing advice and support to victims of fraud on how they can protect themselves in the future * Completing any post-investigation activity as required 🤩 We’d love to hear from you if… * Excellent English written & verbal communication skills * Previous experience in customer service or a related field * Experience in customer service, banking or other financial services such as FOS, HMRC (advantageous a Fraud related role) * Ability to be persuasive and empathetic * Strong expertise in investigating, problem solving and decision making * Ability to work well independently & be collaborative with the wider team * Ability to work to deadlines * Values driven approach in line with Monzo’s core values 🌈 The application process consists of 3 key steps * Some initial application questions (please take your time, we read these carefully!) * Recruiter call * A remote interview, lasting approximately 1 hour 🙌 What’s in it for you 💰 £27,700 – £33,600 ➕Incentive Awards tied to your performance. 📚 £1,000 learning budget each year to use on books, training courses and conferences. 🏡 We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup. ➕ Plus lots more! [Read our full list of benefits](https://monzo.com/careers/). We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. [You can read them here.](https://monzo.com/blog/the-ultimate-guide-on-using-ai-to-ace-an-interview-at-monzo) We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out. #LI-REMOTE #LI-SK2 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](https://monzo.com/blog/diversity-and-inclusion), 2026 [Diversity and Inclusion Report](https://monzo.com/blog/our-2026-diversity-and-inclusion-report) and 2025 [Gender Pay Gap Report.](https://monzo.com/blog/gender-pay-gap-report-2025) 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 😊 Show more [Apply now >](https://jobicy.com/jobs/159295-fraud-protect-investigator.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe role combines sensitive customer interactions with evidence assessment, fraud-risk decisions, and regulated deadlines. Investigators are expected to make independent decisions on claims while applying escalation and account-safeguarding procedures accurately. ## Salary analysis Estimated compensation compared with the broader UK market for similar roles. Estimated job median (per year)Market rate£30,650UK market range (per year)£28k–£37k0£40.70k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. The employer advertises a base-pay range of £27,700–£33,600 per year, with performance-linked incentive awards separate from base salary. The annual cadence is inferred from the full-time 37.5-hour schedule and typical UK salary conventions because the posting does not explicitly state the pay period. Estimated UK market pay for comparable fraud investigation and financial-crime customer-protection roles is £28,000–£37,000 per year. ## Core skills Skills and capabilities most closely associated with this opportunity. [Fraud investigation](https://jobicy.com/jobs?search_keywords=Fraud%20investigation.md)[Financial crime prevention](https://jobicy.com/jobs?search_keywords=Financial%20crime%20prevention.md)[Claims assessment](https://jobicy.com/jobs?search_keywords=Claims%20assessment.md)[Customer communication](https://jobicy.com/jobs?search_keywords=Customer%20communication.md)[Evidence gathering](https://jobicy.com/jobs?search_keywords=Evidence%20gathering.md)[Risk assessment](https://jobicy.com/jobs?search_keywords=Risk%20assessment.md)[Account safeguarding](https://jobicy.com/jobs?search_keywords=Account%20safeguarding.md)[Case management](https://jobicy.com/jobs?search_keywords=Case%20management.md)[Decision making](https://jobicy.com/jobs?search_keywords=Decision%20making.md)[Regulatory compliance](https://jobicy.com/jobs?search_keywords=Regulatory%20compliance.md)[Problem solving](https://jobicy.com/jobs?search_keywords=Problem%20solving.md)[Empathy](https://jobicy.com/jobs?search_keywords=Empathy.md)[Deadline management](https://jobicy.com/jobs?search_keywords=Deadline%20management.md)[Escalation management](https://jobicy.com/jobs?search_keywords=Escalation%20management.md)[Written communication](https://jobicy.com/jobs?search_keywords=Written%20communication.md) Sample interview questionsHow would you approach a fraud claim submitted by a customer through in-app chat?I would first acknowledge the customer’s situation with empathy and explain the information needed. I would review the transaction details and account history, ask focused follow-up questions, document the evidence clearly, and make or escalate a decision according to policy and risk indicators. Describe how you would balance empathy with the need to decline a fraud claim. I would communicate respectfully, use plain language, and recognise the impact the situation may have had on the customer. I would explain that the decision was based on the available evidence and relevant policy, outline any appropriate next steps, and ensure the customer understands how to keep their account secure. What indicators might cause you to escalate a fraud case? I would escalate cases that exceed my decision authority, involve a value above £5,000, show complex or conflicting evidence, suggest account takeover or first-party fraud, or require specialist legal, compliance, or safeguarding input. How do you ensure accuracy when working under strict deadlines? I prioritise cases by deadline and customer risk, follow a consistent investigation checklist, record evidence as I review it, and verify key facts before finalising a decision. If uncertainty remains, I seek guidance or escalate promptly rather than making an unsupported decision. How would you help a customer whose account has been compromised resume safe account use? I would take the required protective actions, such as securing access and reviewing suspicious activity, then explain the steps clearly to the customer. I would provide practical prevention guidance, confirm what actions have been taken, and direct them to any further support needed. Next step ## Apply now. Follow the employer’s application method and review Jobicy’s safety guidance before sharing personal information. 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