Vulnerable Customer Advisor

monzoreferrals; United States; Remote; USD 35,000 - 40,000; Full time

Benefits offered by this job

Annual learning budget

Birthday leave

Remote work option

Job summary

monzoreferrals is seeking a compassionate remote role to support customers facing difficult personal or financial circumstances. You will listen attentively, identify accessibility needs, and connect clients with practical account adjustments and sources of support, including help with distress or crisis situations.

This full-time position runs 37.5 hours weekly, with shifts from early morning to evening. Training lasts eight weeks, Monday to Friday, 9:00–17:30.

Qualifications

• Experience supporting vulnerable people or related service work.
• Ability to handle a high volume of sensitive calls with empathy.
• Strong boundaries and resilience while helping customers.
• Collaborative approach to advise teammates.

Responsibilities

• Take escalated cases from colleagues via phone and in-app conversations.
• Help customers make account changes to support recovery or address needs.
• Explore financial accessibility requirements and adapt experiences.
• Identify relevant help to support basic needs.
• Respond to disclosures of suicidal thoughts with care and determine next steps.
• Coach colleagues on language, tone, and actions when supporting vulnerable customers.

Skills

Empathy

Vulnerable customer support

High-volume calls

Team collaboration

Job description

Role overview

Provide specialist, compassionate support to customers facing difficult personal or financial circumstances. The role focuses on helping people feel heard, identifying accessibility needs, and connecting them with practical account adjustments and suitable sources of support. Calls may involve distress, self-harm or harm-to-others concerns, addiction, or difficulty affording essentials.

Responsibilities

• Take escalated cases from customer service colleagues through phone and in-app conversations.
• Help customers make account changes that support recovery from addiction or address other individual needs.
• Explore financial accessibility requirements and adapt the customer’s experience where possible.
• Support people struggling to meet basic needs by identifying relevant help.
• Respond to disclosures of suicidal thoughts with care and work out appropriate next steps.
• Coach colleagues on suitable language, tone, and actions when supporting vulnerable customers.

Requirements

• Experience supporting vulnerable people or working in a related service role.
• Confidence handling a high volume of sensitive calls and prioritizing difficult conversations.
• Strong empathy, compassion, resilience, and clear personal boundaries.
• A collaborative approach and ability to advise teammates.
• Availability to start on 18 January 2027 and complete eight weeks of full-time weekday training, 9:00 a.m.–5:30 p.m.

Benefits and work setup

This is a remote, 37.5-hour-per-week role, with shifts scheduled between 6 a.m. and 10 p.m., Monday through Sunday. Pay is £26,230–£30,620 per year depending on experience, with performance-linked incentive awards. The package includes a £1,000 annual learning budget and the option to take birthday leave from the regular holiday allowance, subject to eligibility and training‑period restrictions.