Vulnerable Customer Advisor
New
M
MonzoBanking
Remote (UK)Full-Time
Salary£26,230 - £30,620 per year depending on experience + Incentive Awards tied to your performance
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Job Details
- Required Skills
- Customer service
Requirements
- Have experience working with vulnerable people.
- Be comfortable and confident managing a high volume of calls of a sensitive nature.
- Be able to prioritize difficult conversations effectively.
- Have high levels of empathy and compassion.
- Have a strong sense of personal boundaries and resilience.
- Have a strong team working ethic.
- Be available to start on 18 January 2027.
- Attend full-time training Monday to Friday, 9am–5:30pm, for 8 weeks.
- Work shifts between 6am and 10pm, Monday to Sunday, for 37.5 hours per week.
Responsibilities
- Take escalations from Customer Service Advisors and speak with customers by telephone and in-app chat.
- Help customers with addictions make account adjustments to support their recovery.
- Help customers with different difficulties be understood so Monzo can support them now and in the future.
- Talk with customers struggling to afford basic necessities and identify appropriate help and support.
- Speak with customers who mention suicide and determine how best to help them.
- Advise Customer Service Advisors on tone of voice, phrasing, and actions when supporting vulnerable people.
- Understand customers’ financial accessibility needs and make adjustments to support their journey with Monzo.
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