Vulnerable Customer Advisor

About this role

🚀 We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts , accounts for 16-17 year olds , a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save , invest and combine their pensions with us. With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers! We’re not about selling products - we want to solve problems and change lives through Monzo ❤️ 📍Remote | 💰 £26,230 - £30,620 depending on experience + Incentive Awards tied to your performance + Benefits ✨ This role will be working shifts between 6am and 10pm, Monday - Sunday (37.5 hours per week). We receive calls from customers who express feelings of distress, including thoughts of self-harm or harm to others, as well as challenges related to gambling and substance use. Please do not apply if you feel that these calls will be triggering for you to deal with. ⭐Our VAIB team Are you passionate about making banking truly accessible and advocating for people when they need it most? Join Monzo’s dedicated Vulnerable Customers team to help deliver on our mission of making money work for everyone. In this role, you will provide empathetic, specialist support to customers experiencing difficult circumstances, from navigating mental or physical health challenges and major life events to managing daily financial worries. Working at the intersection of financial wellbeing and accessibility, you’ll connect customers with bespoke tools designed to give them control over their finances, while actively helping us break down barriers so that Monzo remains an inclusive, supportive space for every individual. About our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) Team - https://monzo.com/i/supporting-all-our-customers 🔑 You’ll play a key role by: • Taking escalations from fellow Customer Service Advisors, chatting to customers via the telephone and in app chat. • Helping people with addictions make account adjustments to aid their recovery • Helping people with various difficulties be fully understood by Monzo so we can help them to the best of our ability now and in the future • Talking to people who are struggling to afford basic necessities, and find them the right help and support • Talking to people who mention suicide, and figure out the best way to help them • Advising your 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 🤩 We’d love to hear from you if you: • Have experience working with vulnerable people • Are comfortable and confident managing a high volume of calls of a sensitive nature • Have the ability to prioritise difficult conversations effectively • Have high levels of empathy and compassion • Have a strong sense of personal boundaries and resilience • You can start on 18th January 2027 and attend full time training Monday to Friday 9am - 5.30pm for 8 weeks • Have a strong team working ethic 💰 What’s in it for you 💰 £26,230 - £30,620 per year depending on experience 📍This role is based remotely 📚Learning budget of £1,000 a year for books, training courses and conferences ➕And much more, see our full list of benefits here 🎂 We'll guarantee time off on your birthday (if you want it) with the exception of your training period. This will come from your regular holiday balance and provided you have enough to cover it. 🌈 The application journey has 3 key steps • Application stage and questions • Initial call with the recruiter • Final stage interview with 2 team managers lasting around 1 hour This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible! We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here. We’ll close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out. #LI-SW2 Equal opportunities for everyone Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog , 2026 Diversity and Inclusion Report and 2025 Gender Pay Gap Report. We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status. If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊