Fincrime Customer Operations Specialist

FinCrime Customer Operations Specialist

📍Remote US (Pacific Standard Time preferred) 💰 $60,000 - $64,000 + Equity | Benefits 

At Monzo, we’re building the future of digital banking — one that puts people first, not fees. We believe money should work for everyone, helping you grow, save, and spend in ways that actually fit your life.

We started in the UK and became one of the most loved digital banks, trusted by millions. Now, we’re bringing that same energy, innovation, and heart to the U.S. — empowering people to take control of their finances with clarity, simplicity, and confidence.

Our U.S. team is on a mission to make digital banking that grows your money, your way. Whether it’s cashback rewards that fit your real habits, high-yield savings with no hidden catches, or smart budgeting tools that simplify life, everything we build is designed to lift people up, not trip them up

But what truly sets Monzo apart isn’t just our product — it’s our people. We’re a team of builders, problem-solvers, and big thinkers united by a shared belief that finance can (and should) be fair, transparent, and empowering. We care deeply about the work we do and the impact it has on real people’s lives.

If you’re ready to make a difference and help build a bank that rewards people for being themselves, come join us. Let’s grow together.

About Us

Monzo Group is a leading financial technology company, with over 13 million customers in the UK, committed to providing modern banking solutions. In the last few years, we’ve built a banking app that our customers love – with extremely high daily engagement, an industry leading net promoter score, and award-winning customer support. We’ve raised over $1 billion from Capital G, Google’s growth fund, Ribbit Capital, TenCent, YCombinator, Stripe, Coatue, and others - most recently at a $5.9 billion valuation in 2024.

We’re just getting started in the US. We’re an agile full stack team operating like an early stage startup but with the financial, operational, and engineering platform muscle of a larger company. We’re focused on building an amazing US product, shipping and iterating quickly, and deepening our product market fit. We’re looking for highly driven, enterprising people to help us achieve our mission to make money work for everyone.

The Role

We are looking for a passionate Financial Crime & Fraud Investigator to help support and protect our customers and company from FinCrime risks, to join our financial crime operations team. This is someone who has already been tackling problems in this space, is looking to continue to grow their career in the financial crime industry, who loves solving problems and keeping up-to-date with the latest fraud trends, and is eager to help Monzo make money work for everyone.

In the FinCrime & Fraud team, you'll be investigating transaction monitoring flags for unusual activity encompassing fraud and money laundering. You'll use your cross-knowledge skills to work out the intention of our customers, prevent fraud, and report your findings. You’ll make sure we are onboarding the right customers safely. As you gain experience you'll be able to take on more complex work and grow your skills in different areas of Fraud, AML, and Compliance.

Your day to day

As a Senior FinCrime & Fraud Investigator, you will be fundamental in supporting the Financial Crime Operations Team's ongoing goals to develop and strengthen our fraud capabilities. You’ll be contributing to our strategy to build, develop and deliver improvements to our suite of fraud controls for Monzo, using the very latest technologies to ensure fraud risks are effectively identified and analyzed. You’ll also work closely with our Product, Engineering, Data, and Operations teams to provide analysis which will aid with identifying problem statements or when implementing new controls or changes.

What you’ll be working on: 

• Using our full suite of tools to build a timeline of a financial crime inquiry and deliver fair decisions and outcomes promptly within our established SLAs
• Questioning our customers effectively and efficiently without influencing their answers, or making them feel interrogated
• Making fair decisions based on your high quality investigation and in line with external regulations and internal policies, to deliver fair outcomes for our customers
• Engaging with our partner bank and third party vendors about reports of fraudulent behavior
• Providing Subject Matter Expert fraud knowledge and being one of the escalation point people for any questions/requirements.
• Provide analysis and data to support the improvement of the performance and optimization of our fraud controls through deep knowledge of fraud typologies.
• Providing continuous support to the Operations Team responding to escalations
• Building a close relationship with our partnering teams and ensuring sufficient communication and knowledge sharing on process improvements
• Escalating threats and trends to senior management

You should apply if: 

• You have a product focused mind and are passionate about stopping Fraud and putting customers first.
• You have 2+ years experience working in Fraud, AML or operational teams, and experience working with customer resource management systems and tools.
• You enjoy a fast-paced, high-volume FinTech environment 
• You’ve had exposure to working with product managers, engineers, and data teams
• You love solving problems, and can explain complex activity clearly to others
• You’re a self-starter who is well organized and can work under pressure to tight deadlines.
• You are willing to work under normal Pacific Standard Time hours 

Nice to haves:

• You have experience using data analysis to write and report on complex fraud trends, program enhancements, or similar activities such as SOP building or template creation. 
• You hold, or are working towards, qualifications or courses in fraud such as ACAMS, CFE, or other fraud certificates.
• You have experience using Looker or similar SQL experience to create queries or analyze data. 

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply - even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you!

The Interview Process:

Our interview process involves three main stages: 

1. A quick call with a Recruiter
2. A role specific task (written exercise)
3. Behavioral Interview with a member of the Financial Crime team 
4. Role specific Interview with a member of the Financial Crime team 

Our average process takes around 3-4 weeks but we will always work around your availability. 

What’s in it for you:

• 💰 $60,000 - $64,000 base salary➕ plus stock options
• 🏥 Great Health, Dental and Vision Insurance
• 📈 Stock Options
• 💰 Generous 401k with 4% employer match
• 🏝 32 days of vacation and public holidays per year (and we require that you take all of your days each year as we believe that well rested employees are more effective!)
• 🏡 Maternity / Paternity leave

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