Vulnerable Customer Advisor (Fully Remote)

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

Benefits offered by this job

Annual learning budget

Incentive awards

Birthday time off

Job summary

Monzo is seeking a specialist for its Vulnerable Customers team to support people in challenging circumstances. The role offers remote working from the UK and shifts between 6am and 10pm, seven days a week.

You will take escalations via phone and in-app chat, help customers facing addictions or financial hardship, and guide colleagues on appropriate tone and actions. A £1,000 learning budget is provided plus birthday time off.

Qualifications

• Experience working with vulnerable people and managing high-volume sensitive calls.
• High empathy, strong boundaries, and a team working ethic.
• Ability to prioritise difficult conversations effectively.

Responsibilities

• Take escalations from Customer Service Advisors and provide specialist support via phone and in-app chat.
• Help customers with addictions, financial hardship, and mental health concerns find appropriate solutions.
• Advise colleagues on tone and actions for supporting vulnerable people.

Skills

Empathy

Boundary setting

Teamwork

Communication under pressure

Job description

• Join Monzo's dedicated Vulnerable Customers team to support people in challenging circumstances.
• Work shifts between 6am and 10pm, Monday to Sunday, with remote working from the UK.

What You'll Do:

• Take escalations from Customer Service Advisors and provide specialist support via phone and in-app chat.
• Help customers with addictions, financial hardship, and mental health concerns find appropriate solutions.
• Advise colleagues on tone and actions for supporting vulnerable people.

What We're Looking For:

• Experience working with vulnerable people and managing high-volume sensitive calls.
• High empathy, strong boundaries, and a team working ethic.
• Ability to prioritise difficult conversations effectively.
• Salary of £26,230 - £30,620 per year plus incentive awards.
• £1,000 annual learning budget for books, training, and conferences.
• Guaranteed time off on your birthday from your holiday balance.

Monzo

Monzo is a digital bank on a mission to make money work for everyone. The company focuses on accessibility and customer wellbeing, fostering a supportive and inclusive culture.