Job Application for Wealth Customer Operations Adviser at Monzo

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🚀 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 ✨

📍Remote 💰£28,000 ⏲️ Open Availability (6am-10pm Monday to Sunday) - We are currently in a 6 months trial period, where our COps (Customer Operations Advisers) work 9am-6pm, Monday to Friday.

*Deadline for submissions will be Friday 31st at 6pm

This role will be focused on Wealth transfer processes, alongside customer support, and the main focus for the first 12 months will be on our Savings Product.

⭐️ About our Wealth team

Rather than focussing on budgeting tools and new features, our Wealth team is on a mission to provide the right products and education to help support our customers look towards their future. From Savings, Investments and Pensions Products. Wealth is a rapidly growing domain at Monzo, launching 2 new products (Investments and Pensions) in the last 2 years.

💛 What you'll be working on

Customer Operations are the heart of Monzo and every Customer Operations Adviser has the power to solve problems quickly and with minimal fuss. You’ll be working in our Wealth Customer Operations Team, keeping the savings product healthy through completing operational tasks (such as processing ISA Transfers, breaking fixed term pots etc) and being our customers first point of call for any queries and problems they may have and providing support by being honest and transparent with our customers through our; in-app chat, emails, via the telephone.

🔑 You’ll play a key role by...

Resolving our customer problems through working with a variety of tasks and products within the Wealth Domain over chat/emails/calls
Working back office operational tasks such as processing ISA transfers and Fixed Term Pot breaks.
Using technical and soft skills to deliver excellent customer outcomes and service
Support with the embedding of operational change across Wealth
Collecting and recommending actions to make improvements to the domain
Support with new tasks as we scale the operation

🤩 We'd love to hear from you if

You have at least 1 years experience working with Wealth products including experience processing ISA transfer requests
You can work diligently, spot inefficiencies in processes and stretch into implementing positive change.
You can make the complex simple, and explain it to others in an engaging and informative way.
You work well in a team and are able to collaborate with others effectively
You’re deeply empathetic, always put yourself in the shoes of the customer and take end-to-end ownership of a customer's issue.
You consistently deliver role model behaviours and a positive ‘can-do’ attitude
You're extremely competent in handling conversations on the telephone/chat/email with customers and prospective users
You're able to think about the customer and domain when making decisions
You're able to prioritise workload based on domain and customer demands
You're a self starter and able to fill gaps of ‘down’ time with the relevant workload based on the demands of the business.
You adopt a coaching and guiding mindset and work well with feedback
You're able to account for your work when not on a stat based task and feel comfortable working to SLA’s

🙌 What’s in it for you?

📈 Annual Salary Review which means your salary can increase every year

💸 All Monzo team members get share options as part of their package.

🏦 Up to 6% pension contribution from Monzo

💺 A £200 budget to set up a home office space

🌴 34 days of holiday allowance per year

📆 8 weeks of paid sabbatical leave every 5 years

🤒 25 days of paid sick leave

🏥 Optional Health Insurance

📚 Learning budget of £1,000 a year for books, training courses and conferences to focus on your personal development

#REMOTE #LI-OH

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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🇺🇸 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

🔐 Keeping your data safe is really important to us.

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Please read our Candidate Data Privacy Notice.

🛂 Please confirm your UK Right to Work status.

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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.

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.

I confirm I have at least 1 years experience working with Wealth products including experience processing ISA transfer requests

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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 that if successful, I understand no holidays or appointments are permitted during the first 5 weeks due to training.

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I understand that as a COp at Monzo, my role will involve speaking to customers on the telephone as well as through in-app chat and email.

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1) A distressed customer gets in touch via our in-app chat, they send the following message. “Hi, I’ve got a fixed term savings pot and I need the money inside the pot today. I’ve lost my job and I’ve got to pay for my bills plus I need to buy new glasses as my old pair have broken. If you don’t give me my money back right now, I’m going to report you to the ombudsman.” What steps do you take to resolve this for the customer? What evidence do you want to see? How would you deliver great customer service in this situation? (500 words max)

2. A customer has made a cash ISA transfer out request to a building society. The request has been processed, but the customer reaches out a week later requesting an update. Your investigation reveals the payment has bounced back because the building society only accepts cheque payments, not electronic transfers. Monzo can only send electronic ISA transfers outbound. What steps would you take to resolve this for the customer? (500 words max)

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👤 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.

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Wealth Customer Operations Adviser

⭐️ About our Wealth team

💛 What you'll be working on

🤩 We'd love to hear from you if

Apply for this job

👤 Identity survey