Business Banking Success Specialist

New

UK RemoteFull-TimeMiddle

Salary28100 - 35525 GBP per year

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Job Details

Requirements

Brilliant communicator, able to explain things clearly and simply.
Genuinely listens to customer needs and understands their perspective.
Customer champion who loves diving into problems and finding solutions.
Confidently handles tricky conversations to ensure customer satisfaction.
Skilled in identifying when existing processes/responses are inadequate and adapting as needed.
Exceptional commercial acumen and strategic foresight.
Capable of anticipating complex business needs and translating them into product value.
Confident to share internal feedback about customer experiences, processes, and product limitations.
Self-motivated and capable of holding self accountable to high performance standards without granular targets.
Able to work independently and take personal responsibility for prioritizing work.
Able to communicate clearly with stakeholders and manage expectations.
Able to explain knowledge in simple terms.
Able to share knowledge to enhance skills of teams across Operations and Business Success Managers.
Flexible and understanding that the role may change and evolve based on customer and business needs.

Responsibilities

Being the voice of Monzo Business for our most complex businesses to building trust and confidence in our product and service.
Managing customer queries from our most complex businesses and owning the case management of those queries from start to resolution, keeping customers informed and setting the right expectations.
Providing exceptional inbound support, while also identifying opportunities for customers to get more value from our products and services.
Supporting businesses through their onboarding and key business growth milestones, staying aligned every step of the way as their business evolves.
Actively engaging in value-led conversations to uncover unmet needs or pain points, guiding businesses to relevant Monzo features or services that support their growth and operational efficiency.
Spotting trends and emerging needs across business accounts, proactively surfacing opportunities to improve the customer journey or introduce helpful features that align with their evolving goals.
Being a subject matter expert in managing complex and tricky customer problems to deliver an effortless customer service and an escalation point for related queries and tasks associated with our most complex businesses.
Having full accountability to work across teams in Operations and Product to solve problems for our most complex businesses, proactively identifying and mitigating risks that could impact their experience or retention.
Having a pulse on any potential poor outcomes for our most complex businesses and proactively taking ownership to resolve them whilst advocating for them across Operations to get the right outcomes, escalating and resolving any issues.
Identifying where our processes are not fit for purpose and we must act differently to get the right outcomes whilst managing our risk as a bank.
Taking ownership for the development, maintenance and improvement of knowledge management resources and sharing learnings across the team where they may not support our most complex businesses.
Supporting customers across phone calls, in-app chat and email.

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