Vulnerable Customer Adviser

Cardiff, Wales, United Kingdom

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£24,750 – £29,625Compensation

Mid-level (3 to 4 years)Experience Level

Part TimeJob Type

UnknownVisa

Banking, FintechIndustries

Requirements

Candidates should have experience working with adults with varying degrees of difficulties or personal hardship, providing strong customer service, personal resilience, and boundaries. They must be comfortable and confident managing a high volume of sensitive calls, able to prioritize difficult conversations effectively, and possess a strong sense of empathy, compassion, personal boundaries, and resilience. The ability to start on October 27th, 2025, and attend 10 weeks of full-time remote training is also required.

Responsibilities

The Vulnerable Customer Adviser will handle escalations from fellow Customer Service Advisors, engaging with customers via telephone and in-app chat. They will assist customers with addictions to make account adjustments for recovery, help individuals with various difficulties be understood by Monzo, and support those struggling with basic necessities. The role involves talking to customers who mention suicide and determining the best way to help them, advising colleagues on appropriate tone and phrasing for vulnerable customers, and understanding and adjusting for customers' financial accessibility needs.

Skills

Vulnerable customer support

Empathy

Communication

Active listening

Problem-solving

De-escalation

Handling sensitive calls

Financial education

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