Job Application for Life Events Specialist 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.

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal 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 and combine 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!

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

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

📍UK Remote | 💰£28,050 - £38,000 + Benefits | Hear from the team ✨

⭐Our Vulnerability, Inclusion, Accessibility & Bereavement team

We’re looking for people with strong Vulnerable Customer experience to join our amazing 'Life Events' team.

Who will be offering support to third parties and next of kin, handling the bereavements of Monzo customers and supporting those looking to set up formal or informal third party access. We are looking for a person with previous experience in Bereavements processes in financial services, with excellent communication skills to support people going through grief, and an ability to work with people of all levels and backgrounds.

This can often be an emotionally challenging role, and you will need to show flexibility, resilience, and empathy in order to meet the needs of our customers.

🔑You’ll play a key role as you;

Communicate directly with next of kin and third parties following the disclosure of a bereavement, disclosure of a terminal illness, via email, chat and calls.
Manage bereavements and third party access cases; Taking ownership by supporting our customers with formal and informal third party access such as Power of Attorney.
Support our customers who are currently in custody/incarcerated.
Deal with internal escalations and work closely with other domains in customer operations.
Communicate with the leadership team to share opportunities, identify risks and concerns and provide feedback that aims to proactively improve the support we offer to our customers.
Meet targets while receiving and providing continuous feedback.

🤩 We’d love to hear from you if;

You should apply if:

You have previous experience supporting customers dealing with grief. Bereavements or major/significant life events experience is essential.
You should be able to demonstrate a strong track record of working with vulnerable customers or possess a robust understanding of bereavement support within the financial sector.
You have experience in managing probate-related disclosures and enquiries
You’re an excellent communicator talking on the telephone

The ability to take and make calls is an essential requirement for this role.

🙌What’s in it for you

💰£28,000 - £38,000

🎂We guarantee to approve time off on your birthday if it falls on a day you’re scheduled to work and it’s outside of your training period.

📍This role is remote.

📚£1,000 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 work-from-home setup.

➕ Plus lots more! Read our full list of benefits.

🌈 The application journey has 3 key steps

Application question review
A 30 minute call with our recruiter, Sam
A Role Specific Interview with two of our Team Managers (1 hour)

Our average process takes around 2 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions ahead of this please contact sambrewington@monzo.com

🧭 Logistics

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

The start date for this role will be Monday 9th June 2025.

Training will be Monday to Friday 09:00-17:30 for 3 weeks and this will be carried out remotely (please note that holidays and appointments are not allowed during the first 5 weeks)

Shifts will be Monday to Friday between 8am - 8pm inc bank holidays (37.5 hours)

#LI-REMOTE/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 2024 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 😊

First Name

Last Name

Preferred First Name

Phone

Resume/CV

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

🇺🇸 Are you a US Person?

Select...

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.

Select...

Please read our Candidate Data Privacy Notice.

🛂 Please confirm your UK Right to Work status.

Select...

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 can confirm I have bereavement and third party access experince.

Select...

I confirm that I understand that this is a 37.5 hours role and the expectation is that I will be working shift basis (Operating between 8am- 8pm Monday - Friday)

Select...

Please note we cannot amend these shifts.

I confirm that if successful, I am able to start on Monday 9th June 2025 and can commit to and fully attend the first 7 weeks in training (Monday-Friday) from 8am - 8pm. i.e. no holidays or appointments are permitted during the first 5 weeks of training.

Select...

Training will be Monday - Friday 09:00 - 17:30 for the first 3 weeks.

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.

Select...

SCENARIOS - Please answer the following questions;

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

Can you describe a specific instance where you navigated a sensitive conversation with a customer?

- What strategies did you employ to ensure the interaction remained positive and productive?
- What was the outcome?

Can you share an experience where you assisted a Next of Kin or executor during a challenging situation?

- How did you ensure they received the best possible outcome.

- What steps did you take to communicate effectively and empathetically?

Q.1 - Ashley's Call. 'My sister has passed away, I know she had a Monzo account but I don't know anything else. Her death was unexpected, there seems like so much to deal with its very overwhelming and I'm not sure where to start'

How would you reply to Ashley's email?
What do you think we'd need to ask them for to locate their account and start the bereavements process
Is there anything we could do to support Ashely explain how to manage the affairs of her sister
Are there any other follow up questions you would ask?

Q2. James email - 'I need access to my son's account, he's been in an accident and I want to know if there's enough money in his account to keep making his payments whilst in hospital, please can you help?'

How would you reply to James' email?
Do you think you would be able to give James access to his son's account?
Would you ask any follow up questions?

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

Select...

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.

Select...

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.

Select...

The entry salary for this role is £28,050 - £38,000 based on experince. Being offered the higher end of the scale will be based on your direct and relevant experience with critical life events, bereavement and third party access experience, as well as your performance in the interview. With that in mind, what are your salary expectations?

Life Events Specialist

Apply for this job