FOS Expert
FOS Expert
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Job Description
Were on a mission to make money work for everyone.
Were 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 aspersonal and business bank accounts we offer joint accounts accounts for 1617 year olds a free kids account and credit cards in the UK with more exciting things to come beyond. Our UK customers can also save invest and combine their pensions with us.
With our hot coral cards and getpaidearly 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!
Were not about selling products we want to solve problems and change lives through Monzo
UK RemoteBenefits Hear from the team
Our Complaints team
Our Complaints function sits alongside our Customer Operations team to make sure we offer all our customers the best possible service even when things go wrong. We embed empathy into our complaints process to turn distress into delight and were looking for people to join our team who can help us drive this mission forward.
Were looking for new Complaint Handlers to join our FOS Complaints Expert team. At Monzo we take great pride in our excellent working relationship with the FOS and we need your help in maintaining this high standard. This is an exciting opportunity for experienced handlers if you enjoy getting to the bottom of difficult issues are comfortable having challenging conversations and have Monzos and our customers interests at heart.
Have you written FOS case files Do you enjoy investigating complex cases Do you consider yourself an experienced complaint handler This role is open to candidates who are experienced Financial Ombudsman (FOS) complaint you have this experience care deeply about making customers happy and wanting to fix things where weve not got it right the first time wed love to hear from you!
Youll play a key role by;
- Learning all about the Financial Ombudsman Service (FOS) and the FOS complaints process at Monzo
- Monitoring the FOS Complaints inbox and communicating with FOS investigators on a regular basis
- Handling FOS complaints by sending case files additional information mediations and appeals
- Being the point of contact between the Complaints Team and FOS investigators and responding to escalations
Wed love to hear from you if
- Youre an experienced financially regulated FOS complaint handle
- You have a deep understanding of what treating customers fairly means
- Youre adaptable to change were a very fast growing business
- Youre comfortable working to targets and deadlines
- Youve got a keen eye for detail and can reach fair outcomes for our customers
- Youre comfortable using a laptop (well provide you with a MacBook)
- Youre great at explaining things to people and have flawless written English
- You enjoy investigating issues and getting to the root cause of them while putting things right
- You can make the complex simple and explain it to others in an engaging and informative way
- You can quickly pick up the important parts of regulation and understand how they impact Monzo
- Youre deeply empathetic always put yourself in the shoes of the customer and take endtoend ownership of a customers issue
- Youve got reliable access to the internet from your home and a private space to work. Youll need a minimum broadband speed of 10mbp/s download and 58mbp/s upload
Whats in it for you
share options.
This role can be based is remote.
1000 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 workfromhome setup.
Plus lots more! Read our full list of benefits.
Logistics
- Start date is Monday 21st July 2025
- Training will be for 8 weeks
- Please note that no holidays or appointments are permitted during the training period (For the first 5 weeks).
- Youll be working 37.5 hours a week between 9:00am5:30pm over five days Monday Friday.
The application journey has 2 key steps
- Apply with your CV and a take home task based on a FOS case file
- Remote interview
This process should take around 23 weeks your schedule is really important to us so we promise to be as flexible as possible!
We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.
Youll hear from us throughout the application process but if youve got any questions please reach out to You can also use this email address to let us know if theres anything we can do to make the process easier for you because of disability neurodiversity or anything else.
Well 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 dont miss out.
Equal opportunities for everyone
Diversity and inclusion are a priority for us and were making sure we have lots of support for all of our people to grow at Monzo. At Monzo were 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 2023 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.
Were 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.
#LIREMOTE/SB
Equal opportunities for everyone
Diversity and inclusion are a priority for us and were making sure we have lots of support for all of our people to grow at Monzo. At Monzo were 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 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.
Were 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 dont need full or birth names at application stage
Employment Type
Full Time
