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Remote in the UKOur 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.Fraud Investigator role within our overnight pillar is broken into 3 parts of Fraud, Pursue which facilitates and acts on vital communication between Monzo and other institutions; helping us to prevent the loss of funds to fraudsters both within Monzo and across the industry. This communication 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:🔑 You’ll play a key role by...Communicating to other banks about potential fraudsters in their customer baseCommunicating to other banks about potential fraudsters in Monzo’s customer baseCommunicating to and from CIFAS about potential fraudsters in Monzo’s customer baseLiaising with law enforcement about crime we discover as part of our investigationsWorking cases of unauthorised card fraud, Unauthorised faster payment fraud, Authorised card payment fraud, Authorised faster payment fraud, Third party account takeover attemptsPlease note, as part of your role you will be required to make outbound calls to help prevent customers falling victim to scams.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.Communication to other banks about potential fraudsters in their customer baseCommunication with law enforcement about crime we discover as part of our investigationsUnauthorised card fraudUnauthorised faster payment fraudAuthorised card payment fraudAuthorised faster payment fraudThird party account takeover attemptsPlease note, as part of your role you will be required to make outbound callsInvestigate claims with empathy and attention to detailInvestigating and reporting fraud to other banks when our customers have been a victim of fraudTriaging and taking initial action on inbound communications from a range of institutionsCreating and actioning indemnities and defunds where neededProbing for further evidence where neededMaking decisions on cases and uphold or decline fraud claimsSubmitting accounts for closure where first party concerns are held following investigation (in line with relevant guidance)Safeguarding compromised accounts and taking appropriate remedial action to ensure customers can resume safe usage of their Monzo accountProviding advice and support to victims of fraud on how they can protect themselves in the futureCompleting any post-investigation activity as requiredGathering evidence from flagged transaction dataIndependently make decisions on cases and release or block flagged transactionsCollaboratively make decisions on cases and release or block flagged transactionsReviewing limit increase requests from customers🤩 We’d love to hear from you if…You have excellent English written & verbal communication skillsYou have previous experience in Fraud, banking/financial services or a related fieldYou have the ability to be persuasive and empatheticYou have Strong expertise in investigating, problem solving and decision makingYou have the ability to work well independently & be collaborative with the wider teamYou can work to deadlinesYou have a values driven approach in line with Monzo’s core values🙌 What’s in it for you💰 £27,700 - £33,600 base salary ➕ Incentive Awards tied to your performance➕Early or Late Evening Allowance depending on your start time of £2503.00 (early) per year or £5006.00 (late) per year📚£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 benefitsThe application journey has 3 key steps:CV and application questionsA call with a RecruiterA values and technical interview with the teamPlease 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 everyoneDiversity 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.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 😊
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