[Remote] Customer Service Advisor, Personal Banking at Monzo

Cardiff, Wales, United Kingdom

Apply Now

£24,750 – £29,625Compensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Banking, FintechIndustries

Requirements

Strong ownership mindset: See problems through to the end and take responsibility for the outcome
Proactive problem-solving: Dig into the root cause of issues and work to prevent them from happening again
Critical thinking and adaptability: Navigate ambiguous situations and quickly adapt to new information or challenges
A knack for making moments magical: Turn everyday customer interactions into experiences that leave people feeling valued, delighted, and cared for
Empathetic end-to-end resolution: Handle a customer's issue from start to finish, ensuring they feel heard and supported
Great communicator: Empathetic, listens well, and responds clearly and concisely
Positive attitude, hungry to learn, and always go above and beyond for great customer experiences

Responsibilities

Act as the customer's first point of contact and resolve issues with little to no fuss (e.g., lost card, app access, gambling spend support)
Be empathetic, build rapport, and do what's right by owning contacts until fully resolved
Escalate customers quickly to the right place when needing a different skill set
Use transferable skills to help other areas of the business during peak times
Participate in 8 weeks of mandatory training and ongoing coaching

Skills

Customer Service

Customer Experience

Empathy

Rapport Building

Problem Solving

Issue Resolution

Banking Support

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.

Land your dream remote job 3x faster with AI

Try Jobo Free