Empathetic Vulnerable Customer Advisor (Remote)

OpenKrill; United States; Remote; USD 35,000 - 41,000; Full time

Benefits offered by this job

Remote role

Learning budget

Birthday time off

Job summary

Monzo is seeking a compassionate specialist to join the Vulnerable Customers (VAIB) team. You will provide empathetic support to customers facing distress, addictions, or financial hardship, helping them navigate banking with sensitivity and care.

This remote role offers a salary of £26,230–£30,620 per year, plus performance incentives and benefits. Training runs Mon-Fri, 9:00–17:30, for 8 weeks starting 18 January 2027, with learning budget and birthday time off.

Qualifications

• Experience working with vulnerable people.
• Comfortable managing a high volume of calls of a sensitive nature.
• Ability to prioritise difficult conversations effectively.
• Strong empathy and compassion.
• Strong personal boundaries and resilience.
• Start on 18th January 2027 and attend full-time training Monday to Friday 9am-5.30pm for 8 weeks.

Responsibilities

• Taking escalations from fellow Customer Service Advisors, chatting to customers via the telephone and in-app chat.
• Helping people with addictions make account adjustments to aid their recovery
• Helping people with various difficulties be fully understood by Monzo so we can help them to the best of our ability now and in the future
• Talking to people who are struggling to afford basic necessities, and find them the right help and support
• Talking to people who mention suicide, and figure out the best way to help them
• Advising your fellow Customer Service Advisors on tone of voice, phrasing, and actions for vulnerable people
• Understanding a customer’s financial accessibility needs and making adjustments to support their journey with Monzo

Skills

Empathy

Active listening

Communication

Resilience

Boundaries

Job description

Monzo is seeking a compassionate specialist to join the Vulnerable Customers (VAIB) team. You will provide empathetic support to customers facing distress, addictions, or financial hardship, helping them navigate banking with sensitivity and care.

This remote role offers a salary of £26,230–£30,620 per year, plus performance incentives and benefits. Training runs Mon-Fri, 9:00–17:30, for 8 weeks starting 18 January 2027, with learning budget and birthday time off.