Insurance Operations Specialist

About Us

We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us. With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers! We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

Hear from our UK team about what it's like working at Monzo

The Insurance Team

We’re building insurance that actually works for people – no jargon, no faff, no feeling like you’re being caught out. Our mission is to offer simple, reliable and delightful insurance products that meet real-life needs, backed by great underwriting and claims partners to power seamless internal operations and exceptional customer experiences. We recently launched our first product line, Home insurance, with plans to expand across multiple insurance categories over the coming years. We're a small, focused team with ambitious growth targets and a chance to build something special from the ground up.

The Role

We’re looking for an Insurance Operations Specialist to help ensure the smooth day-to-day running of our insurance products. You’ll be close to the customer experience, managing escalations, tracking key trends and shaping the processes and guidance we’ll need as we scale. Reporting into our Insurance Operations Lead, you’ll work closely with our Customer Operations team, as well as our insurance partners, the underwriters and claims handlers.

Key Responsibilities

• Championing best practices when it comes to all internal insurance processes, including updating internal guidance and saved responses
• Working closely with our Customer Operations team to ensure we communicate efficiently, compliantly, and empathetically with our customers
• Ensuring accurate, efficient, compliant, and delightful delivery of key operational elements of the customer journey
• Escalating sensitive and high priority cases to the claims handlers
• Sharing customer feedback, pain points and ideas with the Product Team, and help them shape future changes to our product

What We're Looking For

• You are passionate about delivering a great customer experience
• You are comfortable designing operational processes from scratch
• You pride yourself on strong attention to detail
• You have proven experience in customer-facing roles within a consumer insurance operation
• You work collaboratively with people at all levels and across functions and cultures

The Interview Process

Our interview process involves 3 main stages:

• 30 minute Recruiter Call
• Initial Call with our a member of the team
• 2-3 interviews

Our average process takes around 2-3 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions ahead of this please contact us on business-hiring@monzo.com

What’s In It For You

• Salary: £40,400 - £50,000 dependant on experience
• Share options
• Location: London, Cardiff or remote within the UK available, with occasional travel to the London office
• Flexible working hours: We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team
• Learning budget: £1,000 a year for books, training courses and conferences
• And much more, see our full list of benefits