Regulatory Customer Service Adviser

Monzo Bank; London; Remote; GBP 24,000 - 30,000; Full time

Job summary

A digital banking leader in London is looking for an Entry Level Regulatory Team member to manage customer data requests and ensure compliance with regulations. The ideal candidate will have attention to detail, excellent communication skills, and a passion for helping customers understand their data rights. Work is flexible and remote options are available, alongside a competitive salary of £24,750 - £29,625 with additional benefits.

Benefits

Flexible working hours

Learning budget of £1,000

Birthday time off guarantee

Qualifications

• Experience in a regulatory environment in banking.
• Ability to process data requests meticulously.
• Up-to-date knowledge on regulatory processes.

Responsibilities

• Extract data for regulatory requests according to ICO.
• Process requests for statements from closed accounts.
• Support customers with their data requests.

Skills

Regulatory knowledge

Detail-oriented

Verbal communication

Written communication

Ability to work independently

Job description

Overview

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 in the last 10 years in the UK. We offer personal and business bank accounts, 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.

Remote UK | £24,750 - £29,625 depending on experience and interview performance - Benefits. This is for both permanent and fixed term contract positions (length still TBC). There is no set closing date for applications; we will only close when we receive a sufficient amount.

The Role

Our Regulatory Team is a strong, close-knit team responsible for writing, reviewing and sending DSARs to our customers, and ensuring customers have their bank statements when they close their account (CMA). They also look after every aspect of regulatory processes, such as Data Deletion (Right to Erasure), various email inboxes, calling customers about their data requests, and other regulatory work.

What Your Week Might Look Like

• Extracting data from our internal systems to complete requests in line with ICO requirements.
• Processing requests from closed account holders for bank statements in line with CMA requirements.
• Working through Right to Erasure requests where customers have requested data we hold to be deleted.
• Working across multiple systems including G-Suite to support our customers and the business.
• Triaging, tagging, responding to and resolving e-mail queries relating to data.
• Helping customers troubleshoot issues relating to their requests.
• Taking escalations from other COps across the business around regulatory processes.
• Speaking to customers/third parties (solicitors, law firms, etc) about their requests over the phone, via e-mail and through our in-app chat.
• Ensuring processes are correctly followed for regulatory compliance.
• Improving our processes with great feedback.

We’d love to hear from you if…

• You’re experienced in working in a regulatory environment in a bank.
• You have an incredible eye for detail.
• You have excellent written & verbal communication skills.
• You’re up to date on regulatory processes (you know what DSAR and CMA stand for and what they mean to a regulated bank).
• You’re able to meticulously go through long processes whilst staying motivated.
• You’re comfortable making calls to customers.
• You’re enthusiastic about helping customers with their data rights and learning more about data rights yourself.
• You work well independently and can be collaborative in a wider team.
• You work well to tight deadlines.
• You live Monzo’s core values every day.

What’s In It For You

£24,750 - £29,625 plus share options. 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. We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team. £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 2 key steps

• Application
• 1 hour interview with a couple of team managers from our Regs team

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.

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 status, 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.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other
• Industries: Banking

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