FOS Insights Analyst (Fully Remote)

Monzo; United States; Remote; USD 80,000 - 120,000; Full time

Benefits offered by this job

Learning budget

Work-from-home setup

Incentive awards

Job summary

Monzo is a digital bank that aims to make money work for everyone. We are seeking a compliance-focused analyst to monitor risk indicators, investigate complaints, and drive improvements across teams.

You will perform root cause analyses on FOS referrals to understand drivers of complaints, translate insights into concrete actions, and work in a flexible, trust-based environment with a learning budget and remote working options.

Qualifications

• Experience performing root cause analyses and turning findings into improvements.
• Knowledge of complaint handling in FCA-regulated environments, including DISP rules.
• Familiar with the Financial Ombudsman Service and how complaints are referred.

Responsibilities

• Monitor key risk indicators, spotting trends and opportunities for improvement.
• Carry out root cause analysis into FOS referrals and outcomes to understand drivers of complaints and decisions.
• Turn complex data into clear, actionable insights and recommendations for teams.

Skills

Root cause analysis

Complaint handling

FCA regulatory knowledge

Job description

• You'll monitor key risk indicators, including FOS referral and overturn rates, to spot emerging trends and opportunities for improvement.
• You'll carry out root cause analysis and deep dives into FOS referrals and outcomes to understand what's driving complaints and decisions.
• You'll turn complex data into clear, actionable insights and recommendations that help teams address underlying issues.

Requirements:

• You have experience carrying out root cause analysis and turning findings into meaningful improvements.
• You understand complaint handling in an FCA-regulated environment, including DISP rules.
• You're familiar with the Financial Ombudsman Service and how complaints are referred.
• You'll receive incentive awards tied to your performance.
• You'll enjoy flexible working hours and a trust-based environment.
• We'll provide a £1,000 learning budget each year and support for your work-from-home setup.

Monzo

Monzo is a digital bank on a mission to make money work for everyone, offering personal and business accounts, savings, investments, and pensions. The company has grown significantly over the last decade in the UK and fosters an inclusive culture with a focus on diversity and equal opportunities.