Vulnerable Customer Adviser

Vulnerable Customer Adviser - Weekend Shifts

About Monzo

Monzo is on a mission to make money work for everyone. We're shaking up traditional banking with simple, transparent products and award-winning customer service. From personal and business accounts to credit cards and financial education, we're constantly innovating to create magical moments for our customers.

About the Role

We're looking for a compassionate and dedicated Vulnerable Customer Adviser to join our weekend team. You'll play a vital role in supporting our most vulnerable customers, providing them with exceptional service and guidance.

Responsibilities:

• Respond to customer inquiries via phone, email, and chat, demonstrating empathy and understanding.
• Identify and address the specific needs of vulnerable customers, tailoring your approach to ensure their comfort and safety.
• Provide clear and concise information about Monzo products and services, ensuring customers fully understand their options.
• Resolve customer issues efficiently and effectively, going the extra mile to ensure a positive experience.
• Collaborate with colleagues to share knowledge and best practices, contributing to a supportive and inclusive team environment.

Qualifications:

• Proven experience in a customer service role, ideally within the financial services industry.
• Excellent communication and interpersonal skills, with a genuine passion for helping others.
• Strong problem-solving abilities and a proactive approach to finding solutions.
• Ability to work independently and as part of a team, maintaining a positive and professional attitude.
• Flexibility to work weekend hours (Friday-Monday or Saturday-Sunday) between 8am and 8pm.

Benefits:

• Competitive salary (£24,750 - £29,625 pro rata)
• Comprehensive benefits package
• Opportunity to make a real difference in the lives of our customers
• Dynamic and supportive work environment

Qualifications

• Empathy and Communication: Proven ability to build rapport and communicate effectively with vulnerable customers, demonstrating understanding and patience.
• Problem-Solving Skills: Strong analytical and problem-solving skills to identify customer needs and provide tailored solutions.
• Financial Literacy: Basic understanding of financial products and services, including banking, credit, and budgeting.
• Tech Savvy: Proficiency in using computer systems and online platforms, including CRM software.
• Teamwork: Ability to collaborate effectively with colleagues and contribute to a positive team environment.
• Resilience: Ability to handle challenging situations and maintain composure under pressure.
• Flexibility: Willingness to work weekend hours (Friday-Monday or Saturday-Sunday) between 8am and 8pm.

Customer Support

• Provide exceptional support to vulnerable customers via phone, email, and chat.
• Accurately assess customer needs and provide tailored solutions within Monzo's policies and procedures.
• Demonstrate empathy and understanding when handling sensitive customer situations.
• Maintain detailed records of customer interactions and resolutions.

Product Knowledge

• Develop a comprehensive understanding of Monzo's products and services, particularly those relevant to vulnerable customers.
• Stay up-to-date on changes to policies, procedures, and product offerings.
• Effectively communicate product information to customers in a clear and concise manner.

Compliance and Security

• Adhere to all relevant regulatory and compliance requirements, ensuring customer data is handled securely and confidentially.
• Identify and escalate potential fraud or security risks.
• Promote Monzo's security best practices to customers.

Candidates interested in the Vulnerable Customer Adviser role at Monzo will first submit their application online. A review of resumes and cover letters will identify suitable candidates who demonstrate empathy, strong communication skills, and a passion for helping others. Shortlisted applicants will then participate in a phone interview to further assess their suitability for the role.

Successful phone interview candidates will be invited to a virtual assessment center, which may include group exercises, role-playing scenarios, and individual interviews. This stage allows Monzo to evaluate candidates' problem-solving abilities, teamwork skills, and ability to handle sensitive customer situations.

Finally, the top candidates will be invited for a final interview with a member of the Monzo leadership team. This interview will focus on the candidate's experience, motivations, and alignment with Monzo's values.

Monzo is on a mission to make money work for everyone. They're shaking up traditional banking by offering a simple, transparent, and user-friendly experience. Starting as a prepaid card, Monzo has grown significantly over the past decade, providing a range of financial products in the UK, including personal and business bank accounts, joint accounts, accounts for young adults, a free kids account, and credit cards.

Monzo's commitment to customer satisfaction is evident in their award-winning customer service, financial education resources, and innovative features like their hot coral cards and get-paid-early functionality. They believe in solving problems and changing lives through accessible and empowering financial tools.