Life Events Advisor (Vulnerable Customers) at Monzo

United Kingdom

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£28,050 – £34,000Compensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Banking, Financial ServicesIndustries

Requirements

Candidates must have previous experience supporting customers dealing with grief, bereavements, or major/significant life events. A strong track record of working with vulnerable customers or a robust understanding of bereavement support within the financial sector is essential. Experience in managing probate-related disclosures and enquiries is also required, along with excellent communication skills for telephone interactions. The ability to take and make calls is a mandatory requirement for this role.

Responsibilities

The Life Events Advisor will communicate directly with next of kin and third parties regarding bereavements or terminal illnesses via email, chat, and calls. They will manage bereavements and third-party access cases, including supporting customers with formal and informal third-party access like Power of Attorney. Responsibilities also include supporting customers in custody or incarcerated, handling internal escalations, and collaborating with other customer operations domains. Additionally, the role involves communicating with the leadership team to share insights, identify risks, and provide feedback for service improvement, while meeting targets and engaging in continuous feedback.

Skills

Vulnerable Customer Experience

Bereavement Processes

Financial Services

Communication Skills

Empathy

Resilience

Flexibility

Third Party Support

Next of Kin Communication

Chat

Calls

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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