Vulnerable Customer Advisor
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Job Description
Vulnerable Customer Advisor supporting Monzo banking customers facing financial, health, addiction, and bereavement challenges. Providing specialist assistance through telephone and in-app chat.
Responsibilities:
- Take escalations from fellow Customer Service Advisors via telephone and in-app chat
- Help customers with addictions make account adjustments to aid recovery
- Ensure customers experiencing difficulties are understood and supported by Monzo
- Help customers struggling to afford basic necessities find appropriate support
- Respond appropriately to customers mentioning suicide and determine the best support
- Advise Customer Service Advisors on tone of voice, phrasing, and actions for vulnerable customers
- Assess customers’ financial accessibility needs and make adjustments to support their journey
- Provide empathetic, specialist support to customers facing mental or physical health challenges, major life events, and financial worries
- Connect customers with bespoke financial tools and help reduce accessibility barriers
Requirements:
- Experience working with vulnerable people
- Comfortable and confident managing a high volume of calls of a sensitive nature
- Ability to prioritise difficult conversations effectively
- High levels of empathy and compassion
- Strong sense of personal boundaries and resilience
- Ability to start on 18th January 2027
- Ability to attend full-time training Monday to Friday, 9am–5:30pm, for 8 weeks
- Strong team working ethic
- Availability to work shifts between 6am and 10pm, Monday–Sunday
- 37.5 hours per week
Benefits:
- Incentive Awards tied to your performance
- Learning budget of £1,000 a year for books, training courses and conferences
- Benefits package referenced by the employer
- Guaranteed time off on your birthday, subject to holiday balance and excluding the training period
- Flexible interview scheduling
- Remote work arrangement
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