[Remote] Complaints Advisor at Monzo

Cardiff, Wales, United Kingdom

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£24,750 – £29,625Compensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, BankingIndustries

Requirements

Tenured FCA-regulated Complaints Adviser with extensive experience sending final written responses
Experienced regulated complaint handler, ideally within the banking sector (not essential)
Extensive experience of written final responses
Resilient and confident dealing with customers' problems over the phone, via email, or chat
Adaptable to change in a fast-growing business
Comfortable working to targets and deadlines
Keen eye for detail and ability to reach fair outcomes

Responsibilities

Providing the best customer experience when handling customers’ complaints in writing and over the phone
Supporting Root Cause Analysis and internal feedback loops with frontline support and specialist domains to mitigate future customer problems
Helping to cultivate and maintain a unique and customer-centric culture
Investigating complaints to give the customer the right outcome
Acting as the last point of contact for the customer to help resolve their complaint
Working through customer problems and escalating these across Monzo where required to reach the right outcome within deadlines

Skills

FCA-regulated Complaints Handling

Final Written Responses

Complaints Investigation

Customer Service

Telephone Communication

In-app Chat

Social Media Support

Email Communication

Empathy

Complex Case Management

Monzo

Digital-only banking platform for consumers

About Monzo

Monzo operates as a digital-only banking platform focused on providing a modern way for individuals to manage their finances. Its main product is a mobile app that allows users to track their income, spending, and savings easily. The app includes features that help users save money, such as automatically setting aside a portion of their paycheck or rounding up transactions to the nearest dollar. Monzo generates revenue through interest on deposits, fees for certain services, and interchange fees from card transactions, as well as offering overdrafts and personal loans. What sets Monzo apart from traditional banks is its real-time balance updates and instant spending notifications, which help users stay informed about their finances. The goal of Monzo is to provide a convenient, mobile-first banking experience that meets the needs of its growing customer base, which has surpassed 8 million users.

London, United KingdomHeadquarters

2015Year Founded

$1,856.7MTotal Funding

LATE_VCCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Competitive salary

Flexible working hours

Work from home

Stock options

32 days of paid vacation and public holidays per year

Health insurance

EAP

Learning budget

Home office stipend

Paid parental leave

Risks

Monzo breached UK banking regulations, risking reputational damage and fines.

Expansion into Europe poses regulatory challenges and potential licensing delays.

Reliance on digital platforms makes Monzo vulnerable to technological disruptions.

Differentiation

Monzo offers real-time spending updates and categorized transactions via a mobile app.

The 'Pots' feature allows users to set aside money for specific purposes.

Monzo Plus provides premium features like custom card designs and travel insurance.

Upsides

Monzo secured $400M in 2024, valuing the bank at $5 billion.

The partnership with SignLive enhances accessibility for Deaf customers.

Expansion into Europe in 2025 could significantly increase Monzo's customer base.

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