Vulnerable Customer Adviser
Vulnerable Customer Adviser
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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 16-17 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 andcombine their 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!
Were not about selling products - we want to solve problems and change lives through Monzo
Location Remote in the UK 24750 - 29625 depending on experience (27250 minimum starting salary if based in Greater London) Benefits Hear from the team
Please note that this role is heavily calls-based.
These calls will be very upsetting and unsettling on a daily basis.
We receive calls from customers who express feelings of distress including thoughts of self-harm or harm to others as well as challenges related to gambling and substance use. Please do not apply if you feel that these calls will be triggering for you to deal with.
Our VAIB team
About our Vulnerability Accessibility Inclusion and Bereavements (VAIB) Team - play a key role by The vulnerable customers role is for those people that have experience of working with adults with varying degrees of difficulties or personal hardship and can provide strong customer service personal resilience and boundaries. Youll be taking escalations from fellow Customer Service Advisors chatting to customers via the telephone so youll need to be able to call customers and in app chat. Here are some of the situations you may deal with: Wed love to hear from you if Whats in it for you 24750 - 29625 per year depending on experience This role is based remotely including training Learning budget of 1000 a year for books training courses and conferences And much more see our full list of benefits here Well guarantee time off on your birthday (if you want it) with the exception of your training period. This will come from your regular holiday balance and provided you have enough to cover it. Shifts - To make sure were around to help our customers 24/7 we ask our new Customer Operations (COps) team members to commit to a rotating 7 week working pattern - Monday to Sunday 6am - 10pm inc bank holidays (37.5 hours) The application journey has 3 key steps 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. This process should take around 2-3 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. #LI-REMOTE #LI-GM
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
Required Experience:
Unclear Seniority
Employment Type
Full-Time
