Vulnerable Customer Advisor

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Manage escalations from fellow Customer Service Advisors through telephone and in-app chat.

• Assist customers with addictions in making account modifications to support their recovery process.

• Ensure that customers facing challenges feel understood and receive support from Monzo.

• Aid customers who are struggling to afford basic essentials in finding suitable assistance.

• Respond appropriately to customers expressing suicidal thoughts and assess the best course of action for support.

• Guide Customer Service Advisors on appropriate tone, phrasing, and actions when dealing with vulnerable customers.

• Evaluate customers’ financial accessibility requirements and implement necessary adjustments to facilitate their journey.

• Offer compassionate, specialized support to customers dealing with mental or physical health issues, significant life events, and financial stress.

• Connect customers with tailored financial tools to help eliminate accessibility obstacles.

⛳️ Requirements

• Experience working with vulnerable individuals.

• Comfortable and confident in handling a high volume of sensitive calls.

• Ability to effectively prioritize challenging conversations.

• High levels of empathy and compassion are essential.

• Strong sense of personal boundaries and resilience.

• Availability to start on 18th January 2027.

• Ability to attend full-time training from Monday to Friday, 9am–5:30pm, for 8 weeks.

• Strong commitment to teamwork.

• Flexibility to work shifts between 6am and 10pm, Monday through Sunday.

• Commitment to a 37.5 hours work week.

🏝️ Benefits

• Performance-based Incentive Awards.

• Annual learning budget of £1,000 for books, training courses, and conferences.

• Comprehensive benefits package as outlined by the employer.

• Guaranteed day off on your birthday, subject to holiday balance and excluding the training period.

• Flexible scheduling for interviews.

• Option for remote work arrangements.