FOS Expert New Cardiff, London or Remote (UK)

Monzo; Cardiff; Remote; GBP 25,000 - 35,000; Full time

Job summary

Join a leading company on a mission to make money work for everyone as a Complaint Handler. You'll work closely with the Financial Ombudsman Service, ensuring customer satisfaction and resolving complex complaints. This remote role offers a supportive environment with a focus on empathy and problem-solving.

Benefits

£1,000 learning budget

MacBook for remote work

Support for home office setup

Qualifications

• Experience as a Financial Ombudsman (FOS) complaint handler.
• Ability to handle complex cases and communicate effectively.

Responsibilities

• Monitor the FOS Complaints inbox and communicate with investigators.
• Handle FOS complaints, sending case files and additional information.
• Investigate issues, ensuring fair outcomes for customers.

Skills

Empathy

Communication

Investigation

Adaptability

Attention to Detail

Job description

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 ️

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 we’re looking for people to join our team who can help us drive this mission forward.

We’re 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 Monzo’s 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 handlers.If you have this experience, care deeply about making customers happy and wanting to fix things where we’ve not got it right the first time - we'd love to hear from you!

• 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
• You’re an experienced financially regulated FOS complaint handle
• You have a deep understanding of what treating customers fairly means
• You’re adaptable to change, we’re a very fast growing business
• You’re comfortable working to targets and deadlines
• You’ve got a keen eye for detail and can reach fair outcomes for our customers
• You’re comfortable using a laptop (we’ll provide you with a MacBook)
• You’re 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
• 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’ve got reliable access to the internet from your home, and a private space to work. You’ll need a minimum broadband speed of 10mbp/s download and 5-8mbp/s upload

What’s in it for you

This role can be based 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.

• Please note that no holidays or appointments are permitted during the training period (For the first 5 weeks).
• You’ll be working 37.5 hours a week between 9:00am-5:30pm 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

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.

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to [e-mail]. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

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.

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.

#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 , 2024 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

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