Job Application for Vulnerable Customer Service Adviser at Monzo

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

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!

We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

Hear from our team about what it's like working at Monzo ✨

📍Location Remote in the UK | 💰 £24,750 - £27,250 depending on experience (£27,250 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.

About our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) Team - https://monzo.com/i/supporting-all-our-customers

Your day-to-day:

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.

You'll be taking escalations from fellow Customer Service Advisors, chatting to customers via the telephone, so you'll need to be able to call customers, and in app chat.

Here are some of the situations you may deal with:

Helping people with addictions make account adjustments to aid their recovery
Helping people with various difficulties be fully understood by Monzo so we can help them to the best of our ability now and in the future
Talking to people who are struggling to afford basic necessities, and find them the right help and support
Talking to people who mention suicide, and figure out the best way to help them
Advising your fellow Customer Service Advisors on tone of voice, phrasing, and actions for vulnerable people
Understanding a customer’s financial accessibility needs and making adjustments to support their journey with Monzo

You should apply if you:

You can start on 20th January 2025 and attend full time training Monday to Friday 9am - 5.30pm for 10 weeks
Have experience working with vulnerable customers is desirable
Are comfortable and confident managing a high volume of calls
Have the ability to prioritise difficult conversations effectively
Have a strong sense of empathy
Have a strong sense of personal boundaries and resilience
Ability to maintain a healthy work-life balance
Have a strong team working ethic

Logistics

This role will be fully remote in the UK (You must be permanently based in the UK for this role).

Training- will be Monday to Friday 9am - 5.30pm for 10 weeks and this will be carried out remotely (please note that holidays and appointments are not allowed during this time)

Shifts - To make sure we’re 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)

🎂 We'll 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.

Our interview process involves 3 main stages:

Application and completion of application questions
Call with a Recruiter
An interview that lasts approx 1 hour

If you have any questions regarding the role, please kindly email sambrewington@monzo.com

Please kindly note we receive a high volume of emails per day so please be patient with the response time.

Please also use that email to let us know if there's anything we can do to make your application process easier for you, because of disability, neurodiversity or any other personal reason.

What’s in it for you:

From £24,750 (from £27,250 if you are based in Greater London) depending on direct and relevant experience and a huge range of benefits. All Monzo team members get share options as part of their package. plus stock options & benefits.

This role is distributed

Learning budget of £1,000 a year for books, training courses and conferences

And much more, see our full list of benefits here

We’ll 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 don’t miss out.

#LI-REMOTE #LI-SB

Equal opportunities for everyone

Diversity 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. You can read more in our blog, 2023 Diversity and Inclusion Report and 2023 Gender Pay Gap Report.

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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Last Name

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Resume/CV*

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Cover Letter

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🛂 Please confirm your UK Right to Work status. Please note that we will not provide visa sponsorship for this role.

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We legally have to verify your Right to Work in the UK before you can start working for us. We're asking for this information now so we know later what type of right to work check we need to do. Your answer to this question won't affect the outcome of your application, unless you'd need visa sponsorship but are applying to a role we can't sponsor.

Due to the nature of the role, it is essential that you have experience working with Vulnerable Customers. Please can you kindly provide a time you have helped a vulnerable person.

I confirm that I understand that this is a 37.5 hours Full Time role and the expectation is that I will be working weekends and bank holidays.

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I confirm I have read and understood the shift requirements and I can commit to working these hours.

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I confirm that if successful, I am able to start on Monday 20th January 2025 and can commit to and fully attend the first 10 weeks in training (Monday-Friday) from 9am - 5.30pm. i.e. no holidays or appointments are permitted during the first 5 weeks of training.

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I understand that as a Customer Operation Advisor (COp) at Monzo, a main part of my role is speaking to customers on the telephone and I am comfortable with making inbound and outbound calls.

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In this role we regularly receive upsetting calls from customers that are threatening to complete suicide; harm themselves/others; as well as addiction to gambling and substance abuse. Can you share a specific example of a time when you encountered a particularly challenging call?

We have an average chat handling time of 30 mins. You will take up to 25 calls a day on average. Tell us about the targets that you work to?

SCENARIOS - please answer the following questions

Please make sure that you pay attention to your spelling and grammar

Q.1 - Rose’s Call. ‘I really do need access to my account. You are stopping me from withdrawing all my money and I would like to divide it between my family before I go away. I need to make sure they are all looked after when I am gone’

● How would you respond to Rose’s call?
● Why would you think that we have limited the access to their account?
● Is there anything in the wording that makes you feel that they are vulnerable?
● What follow-up questions would you ask?

Q2. Naz’s message - ‘My partner has asked me to send them some money each month over the last year or so, which I didn’t mind as they were waiting for a payout from a car accident they had been in. However, I have not heard from them in a week as their internet service has been down, it happens quite a lot as they are in rural Australia, but never been this long without contact and they were due to pay me back 2 weeks ago. I’ve sent around £16,000. I am getting worried, Could I get this looked at?’

● How would you respond to Naz’s message?
● Is there anything in the wording that makes you feel that they are vulnerable?
● What follow-up questions would you ask?

Q.3 - Peter’s Call. “I think I’ve developed a gambling problem so I’ve placed a block on my account for gambling transactions. I think the block function is great on the Monzo app, but I feel like it’s too easy for me to remove it, so every time I get paid I just end up spending it on gambling and it’s really affecting me and my family”

● How would you respond to Peter’s call?
● Is there anything in the wording that makes you feel that they are vulnerable?

● What follow-up questions would you ask?

I confirm that I have re-read my answers to the scenarios and checked that my spelling and grammar are correct.

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Please note that spelling and grammar are Quality Assessed daily within the COps role. If there are errors within your application, it will be declined.

The sharing of answers is not permitted. I confirm that the answers to the scenarios are my own original work.

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Please note that any answers that are found to be plagiarised or derived from AI e.g. ChatGPT, will be declined.

I confirm that if I was successful within this role, I would be working from home in the UK in a safe, private and distraction free environment. With a solid internet connection (download speed - 10mbps; upload speed - 5 mbps). I understand that a distraction-free environment also means that I have no caregiver or dependant responsibilities during my working hours.

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The entry salary for this role is £24,000 (£25,750 if you live in London) with the maximum being £27,000. Being offered the higher end of the scale will be based on your direct and relevant experience with vulnerable customers in a banking/finance environment, as well as your performance in the interview. With that in mind, what are your salary expectations?

Please confirm the first 3 or 4 digits of postcode of where you live e.g. LS1 or SW11

If you’d like to, please share your preferred pronouns (eg. they/them/theirs, she/her/hers).

If you'd like to, please spell out your name how it's pronounced so we know how to say it.

🔐 Keeping your data safe is really important to us.

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Please read our Candidate Data Privacy Notice.

Are you a US person?

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A US Person is defined as someone who:

was born in the United States (US)
has at least 1 parent who was born in the US
is a naturalised citizen of the US
is a green card holder
is a US tax resident

👤 Identity survey

Our goal at Monzo is to make money work for everyone. To do that, working at Monzo must work for everyone. We want to create an equitable, engaged and innovative workplace which gives people from all backgrounds the support they need to thrive and grow.

Making Monzo work for everyone starts right at the beginning of every Monzonaut's journey: when they apply to work here. This demographic survey will help us better understand the people who apply to work at Monzo. It'll help us see how different groups progress through our hiring process, and where we need to make improvements to be more inclusive. If you choose to fill it out, all of the information you give us is:

Voluntary. And we've included a "prefer not to say" option for every question. It'd be helpful if you still fill out the survey even if you choose "prefer not to say" for every question, as it's useful for us to understand & record this. We won't know if you choose to fill this survey in or not.
Anonymous to Monzo. We can't tie your responses to you and they won't make a difference to the outcome of your application. We'll only use grouped responses for equal opportunities monitoring in our hiring process.

For more information on how we'll use this data, please read our candidate privacy notice.

By filling out this survey, you agree that we can use your responses for the purposes we've mentioned above. You are not letting us know if we need to make any adjustments to the hiring process because of disability or neurodiversity - to do this please email us.

How would you describe your gender identity?

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What's your sexual orientation?

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Do you consider yourself to be neurodivergent?

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Vulnerable Customer Service Adviser

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