Life Events Specialist

Monzo Bank; United Kingdom; Remote; GBP 28,000 - 38,000; Full time

Job summary

An established industry player is seeking compassionate individuals to join their supportive Life Events team. This remote role focuses on assisting vulnerable customers through challenging times, particularly those dealing with bereavements. You will engage with next of kin and third parties, providing essential support and guidance while managing sensitive cases. The ideal candidate will possess strong communication skills and a deep understanding of bereavement processes in financial services. Join a forward-thinking company that values empathy and resilience, offering a fulfilling career path with opportunities for personal and professional growth.

Benefits

Birthday Time Off

£1,000 Learning Budget

Macbook Provided

Remote Work Setup Support

Qualifications

• Experience supporting customers dealing with grief is essential.
• Strong track record of working with vulnerable customers.

Responsibilities

• Communicate with next of kin and third parties after bereavement disclosure.
• Manage bereavement and third party access cases with ownership.

Skills

Vulnerable Customer Experience

Bereavement Support

Communication Skills

Flexibility

Resilience

Empathy

Job description

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 or 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 have previous experience supporting customers dealing with grief. Bereavements or major/significant life events experience is essential.
• You can 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 inquiries.
• 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 [e-mail].

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 including bank holidays (37.5 hours).