Complaints Adviser, Monzo
£24-28k
Digital-only bank platform and marketplace
Job no longer available
Digital-only bank platform and marketplace
1001+ employees
Job no longer available
£24-28k
1001+ employees
Company mission
To build a new kind of bank that makes money work for everyone.
Role
Who you are
- You have banking experience with an understanding of the complaints process or, you’re an experienced regulated complaint handler
- You have extensive experience of written final responses
- You’re adaptable to change, we’re a very fast growing business
- You’re comfortable working to targets and deadlines
- You’re resilient and confident dealing with customers' problems over the phone
- You’ve got a keen eye for detail and can reach fair outcomes for our customers
- You’re comfortable using a laptop (we’ll provide you with a MacBook)
- You’re great at explaining things to people, and have excellent written English
- You enjoy investigating issues and getting to the root cause of them while putting things right
- You can make the complex simple, and explain it to others in an engaging and informative way
- You can quickly pick up the important parts of regulation, and understand how they impact Monzo
- You’re deeply empathetic, always put yourself in the shoes of the customer and take end-to-end ownership of a customer's issue
- You’ve got reliable access to the internet from your home, and a private space to work. You’ll need a minimum broadband speed of 10mbp/s download and 5-8mbp/s upload
What the job involves
- Our Complaints function sits alongside our Customer Operations team to make sure we offer all our customers the best possible service, even when things go wrong
- We embed empathy into our complaints process to turn distress into delight, and we’re looking for people to join our team who can help us drive this mission forward
- Ou’ll be the point of contact for customers who feel particularly disappointed in the service we’ve provided
- Our mission is to make money work for everyone, and while having a great app is part of that, we also pride ourselves on providing world-class support
- By solving our customers’ problems, treating them fairly and being totally transparent, we believe we can make banking better 💪
- We know that things can go wrong sometimes, and you’ll be tasked with turning the situation around while providing crucial feedback to Monzo on how we can make things better
- Providing the best customer experience when handling customer’s complaints in writing and over the phone
- Supporting Root Cause Analysis and internal feedback loops with frontline support and specialist domains to mitigate future customer problems
- Helping to cultivate and maintain a unique and customer-centric culture
- Investigating complaints so we can give the customer the right outcome
- We are the last point of contact for the customer to help resolve their complaint
- Managing a caseload of customer problems and escalating these across Monzo where required to reach the right outcome within our deadlines
- Shift pattern will be Monday to Friday, 9am - 5.30pm
- There will be 6 weeks of remote training which must be fully attended
Application process
- Please note that the essential criteria when applying for this role is that you are a tenured FCA-regulated Complaints Adviser and have extensive experience of sending final written responses . Without this experience, your application will not be progressed
- Our interview process involves 3 main stages:
- Apply with your CV and answer the application questions
- Please reference any literature that you may refer to, as applications that are highly plagiarised and not your own work. e.g. ChatGPT, AI, will be declined
- A call with one of our Recruitment Team
- Remote interview 💻
- The start date for this role will be 16th September 2024
Salary benchmarks
Our take
Monzo is a challenger bank that fully operates online and offers a full range of current, savings, business accounts, and more. The speed of the challenger banks to provide a great experience has been impressive, and the number of competitors appearing has proven the consumer desire for innovation.
Monzo remains one of the popular online banks, with more than 6 million customer active users. The company faces competition as more traditional banks, such as Goldman Sachs and JP Morgan, have launched their own digital banks. However, the new technologies that the company is built on enable it to expand quickly (with fewer issues) than the incumbent players' offerings.
With an increasing amount of people switching banks, the company's ever-expanding suite of banking and financial services (such as its buy-now-pay-later offering) has resulted in Monzo receiving the second-highest net switching gains among digital challenger banks (just behind Starling).
After setting U.S. expansion plans aside in 2020, the company launched in the U.S. market in early 2022, partnering with Sutton Bank to provide its U.S. accounts. After several years focused on narrowing its losses, Monzo hit profitability in the first two months of 2023. In the same year, 2 million new customers joined, tallying its customer base at 9 million in 2024.
Kirsty
Company Specialist
Insights
Many candidates hear
back within 2 weeks
42% female employees
19% employee growth in 12 months
Company
Funding (last 2 of 18 rounds)
May 2024
$190m
LATE VC
Mar 2024
$447.3m
LATE VC
Total funding: $1.9bn
Company benefits
- Yearly Salary Review + Proactive pay increases to reflect growing responsibilities + Share options
- Flexible working hours
- Work From Home Opportunities + we'll pay for any equipment you need to do your job
- 24 days holiday a year, plus bank holidays
- Paid sick leave for both physical & mental health + Health insurance via AXA or Vitality + Additional health insurance through Medicash
- Employee Assistance Programme
- Learning budget of £1,000 a year
- Aviva Pension Scheme + 4% Employer Contribution
- Paid maternity, paternity, adoption or shared parental leave (after 13 weeks of employment)
- 52 weeks of primary caregiver leave (6 months at 100% pay, 13 weeks at Statutory Maternity Pay, 13 weeks unpaid)
- 3 months of secondary caregiver leave at 100% pay
- Unum Life Insurance
- Access to fertility and family-forming health benefits via Fertifa
- Abellio Season Travel Tickets + Cycle-to-Work Scheme
Company values
- Be hard on problems, not people 🙌 We create supportive communities to help people thrive.
- Make a difference 🚀 We solve real problems, working on things that have the biggest impact for our customers and each other.
- Help everyone belong 🤗 We’re building a bank for everyone. We embrace differences and make sure everyone feels welcome.
- Think customer first; grow Monzo safely 🥕 We always do what's best for customers. It's the right thing to do and the safest way to grow.
- Default to transparency 🎤 We’re open with each other and customers unless we have good reason not to be.
- Think big, start small, own it 🌲 We’re ambitious and shoot for the moon, working iteratively to get the best results.
Company HQ
City of London, London, UK
Articles
Founders
Jonas Templestein
(CTO)Founder of HipDial. Former Software Engineer at Starling Bank.
People progressing
Joined in the Customer Operations team. Moved to be a Financial Crime Analyst after 5 months. Then moved again to be a Business Analyst after 2.5 years. Currently working as a Senior Product Manager.
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