Vulnerable Customer Advisor

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

This role will be working shifts between 6am and 10pm, Monday - Sunday (37.5 hours per week).

We receive calls from customers who express feelings of distress, including thoughts of self-harm or harm to others, as well as challenges related to gambling and substance use. Please do not apply if you feel that these calls will be triggering for you to deal with.
Our VAIB team

Are you passionate about making banking truly accessible and advocating for people when they need it most? Join Monzo’s dedicated Vulnerable Customers team to help deliver on our mission of making money work for everyone. In this role, you will provide empathetic, specialist support to customers experiencing difficult circumstances, from navigating mental or physical health challenges and major life events to managing daily financial worries. Working at the intersection of financial wellbeing and accessibility, you’ll connect customers with bespoke tools designed to give them control over their finances, while actively helping us break down barriers so that Monzo remains an inclusive, supportive space for every individual.

• 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

We’d love to hear from you if you:

• Have experience working with vulnerable people
• Are comfortable and confident managing a high volume of calls of a sensitive nature
• Have the ability to prioritise difficult conversations effectively
• Have high levels of empathy and compassion
• Have a strong sense of personal boundaries and resilience
• You can start on 18th January 2027 and attend full time training Monday to Friday 9am - 5.30pm for 8 weeks
• Have a strong team working ethic

What’s in it for you

£26,230 - £30,620 per year depending on experience

This role is based remotely

Learning budget of £1,000 a year for books, training courses and conferences

And much more, see our full list of benefits here

We'll guarantee time off on your birthday (if you want it) with the exception of your training period. This will come from your regular holiday balance and provided you have enough to cover it.