[Remote] Vulnerable Customer Advisor at Monzo

United Kingdom

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£14,850 – £17,775Compensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Part TimeJob Type

UnknownVisa

Banking, FintechIndustries

Requirements

Have experience working with vulnerable customers (desirable)
Are comfortable and confident managing a high volume of calls of a sensitive nature
Have the ability to prioritise difficult conversations effectively
Have a strong sense of empathy and compassion
Have a strong sense of personal boundaries and resilience
Can start on 15th February 2026 and attend full time training Monday to Friday 9am - 5.30pm for 10 weeks
Have a strong team working ethic

Responsibilities

Taking escalations from fellow Customer Service Advisors via telephone and in app chat, including calling customers
Helping people with addictions make account adjustments to aid their recovery
Helping people with various difficulties be fully understood by Monzo to provide the best support now and in the future
Talking to people struggling to afford basic necessities and finding them the right help and support
Talking to people who mention suicide and figuring out the best way to help them
Advising fellow Customer Service Advisors on tone of voice, phrasing, and actions for vulnerable people
Understanding a customer’s financial accessibility needs and making adjustments to support their journey with Monzo

Skills

Key technologies and capabilities for this role

Customer ServiceVulnerability SupportCall HandlingDistress ManagementSelf-Harm SupportGambling SupportSubstance Use SupportBereavement SupportAccessibilityInclusion

Questions & Answers

Common questions about this position

What is the salary for the Vulnerable Customer Advisor role?

The salary is £24,750 - £29,625 (pro rata: £14,850 - £17,775) depending on experience, with a London salary of £27,250 (pro rata £16,350).

Is this role remote, and what are the working hours?

The role is remote in the UK, working Monday-Friday from 3:30pm to 8pm (22.5 hours per week), with initial 10 weeks of training Monday-Friday 9am-5:30pm remotely.

What skills or experience are required for this position?

Candidates need experience working with adults facing difficulties or personal hardship, strong customer service skills, personal resilience, and boundaries. The role involves heavily calls-based work, taking escalations, telephone calls, and in-app chat.

What is the team like for this Vulnerable Customer Advisor role?

The role is part of the Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) Team, focused on supporting customers with distress, self-harm thoughts, gambling, substance use, and more.

What should I consider before applying for this role?

Do not apply if dealing with upsetting calls about distress, self-harm, suicide, gambling, or substance use will be triggering for you. Strong candidates have experience with vulnerable adults and can handle emotionally challenging situations with resilience.

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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