Remote Vulnerable Customer Support Specialist

Monzo; United States; Remote; GBP 26,000 - 31,000; Full time

Benefits offered by this job

Learning budget

Birthday time off

Job summary

Monzo is seeking a Vulnerable Customers adviser to support customers in difficult circumstances, enabling better financial wellbeing. You will work within the VAIB team, handling calls via phone and in-app chat, providing empathetic, specialist assistance to those facing health, life events, or financial challenges.

The role focuses on accessibility and inclusion, connecting customers with tools to manage their finances, while maintaining strong boundaries and resilience in a high-volume

Qualifications

• Experience working with vulnerable people.
• Comfortable handling high-volume calls of a sensitive nature.
• Ability to prioritise difficult conversations.
• High levels of empathy and compassion.
• Strong personal boundaries and resilience.

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

Vulnerable people experience

High-volume calls

Empathy

Boundaries & resilience

Team working

Job description

Monzo is seeking a Vulnerable Customers adviser to support customers in difficult circumstances, enabling better financial wellbeing. You will work within the VAIB team, handling calls via phone and in-app chat, providing empathetic, specialist assistance to those facing health, life events, or financial challenges.

The role focuses on accessibility and inclusion, connecting customers with tools to manage their finances, while maintaining strong boundaries and resilience in a high-volume