We're looking for experienced Fraud Advisors to join our team on 21st March 2022 

At Monzo, we’re building a new kind of bank. One that lives in your smartphone and helps you take control of your money. We are always here to help as every customer gets access to 24/7 customer support through a quick call, social media, emails and our app

We want to delight our customers in any way possible. Our mission is to make money work for everyone, and while having a great app is part of that, we pride ourselves on providing world-class support. By solving customers’ problems, treating them fairly and being totally transparent, we believe we can make banking better

Fraud and Disputes at Monzo

The Fraud and Dispute team at Monzo covers a wide range of areas. They help us achieve our goal of delivering the best service in the world to customers who are victims of fraud, or have disputes with merchants. The team also helps customers who have been scammed into sending their money away via bank transfer. 

Monzo’s mission is to make money work for everyone, and this is especially important to us when our customers need help when they have suffered from Fraud or have merchant disputes. The Fraud and Dispute team sits separately from our Financial Crime department, so this means we also look after some non-fraud dispute areas. We often help to gather the appropriate evidence needed for successful disputes, especially in cases of card payment disputes. 

The Role Function

We’re looking for experienced Fraud Advisors to help us achieve our goal of delivering the best service in the world to customers who are victims of fraud.

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 Advisor role, you'll be investigating claims of unauthorised transaction fraud and claims of compromised accounts. You'll help to determine whether or not we can help refund the money the customer has lost. You'll also gain a deeper understanding about how fraud regulation works in the UK and in other markets.

How we speak with our customers:

You will be taking calls from customers and there may be occasions where a customer is unable to access their app or send us an email, and calling them back will be the best way for us to give a customer the service they need. So you should be comfortable on the phone

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 support through our calls, social media platforms, email or in-app chat. That means 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. Open Availability

This role may be for you if:

  • You're comfortable speaking to customers over the phone about ongoing claims
  • You have experience of working on, and end-to-end decisioning fraud and disputes cases within previous roles.
  • You have an approach to problem solving that means you're comfortable handling tasks that are slightly different every time.
  • You love doing deep investigations based on the customer's story, while using all the tooling we have available.
  • You're comfortable making high value, sometimes emotionally difficult decisions.
  • You are very comfortable using a laptop (an Apple MacBook will be provided by Monzo).
  • You want to help our customers who have been victims of fraud.
  • You're passionate about helping our customers' when they are at their most vulnerable.

What does success look like in this role?

  • You can handle high value claims confidently, and consistently over the phone.
  • You have a keen eye for potential vulnerabilities in our customers, and know when to take that into account in your decision making.
  • You know to spend less time on simpler cases, and allow yourself more time to investigate more complex claims.
  • You can communicate with other teams at Monzo in order to come to the best outcome for the customer.
  • You're comfortable feeding back to the newer members of the team in order to help with their development.

As you gain experience, you'll be given the opportunity to progress.

This includes:

  • Taking on more complex cases.
  • Dealing with higher value cases.
  • Processing chargebacks and arbitrations.
  • Moving into other areas of disputes if they interest you.
  • Getting involved with experiments

Salary - £22,250 - £23,250 depending on direct and relevant experience (£23,734 - £24,484 if you are based in Greater London) and a huge range of benefits. All Monzo team members get share options as part of their package.

You should apply if you:

  • are a UK resident and currently living in the UK
  • have the right to work in the UK - an offer of employment is subject to satisfactory proof of this.
  • are over 18 years old
  • care deeply about delighting our customers
  • are great at explaining things to people, and have flawless written English
  • delight in investigating awkward problems, getting to the root cause and fixing them
  • know your way around social networks, and technology interests you
  • are friendly and super organised
  • want to be part of the team that makes Monzo!
  • are comfortable using a laptop (provided by Monzo)
  • haven't applied and been unsuccessful within the last 6 months

Please note that this role is subject to a credit check

🏡 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.

You'll spend 5 days per week for your first 6 weeks in training (Monday-Friday) between 09:00-18:00. This is all done remotely.

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.

Diversity and inclusion are a priority for us at Monzo – if we want to solve problems for people around the world, our team has to represent our customers. So we need to attract the best talent in the world, and create an environment that supports and includes them. You can read more about diversity and inclusion on our blog.

Equal Opportunity Statement


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.

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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