Remote opportunity at
MonzoVulnerable Customer Advisor
Monzo operates as a digital banking alternative offering personal, business, joint, teen, and kids accounts alongside credit cards, savings, investments, and pension consolidation. The organization seeks…
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About This Role
Monzo operates as a digital banking alternative offering personal, business, joint, teen, and kids accounts alongside credit cards, savings, investments, and pension consolidation. The organization seeks a Vulnerable Customer Advisor to join its Vulnerability, Accessibility, Inclusion and Bereavements team. This remote position involves providing empathetic assistance to clients facing difficult life events, health challenges, addiction, or financial distress. The advisor will handle escalated issues via telephone and in-app chat, collaborate…
Job Description
Monzo operates as a digital banking alternative offering personal, business, joint, teen, and kids accounts alongside credit cards, savings, investments, and pension consolidation. The organization seeks a Vulnerable Customer Advisor to join its Vulnerability, Accessibility, Inclusion and Bereavements team.
This remote position involves providing empathetic assistance to clients facing difficult life events, health challenges, addiction, or financial distress. The advisor will handle escalated issues via telephone and in-app chat, collaborate with customer service personnel to advise on communication strategies, and connect clients with appropriate accessibility and support tools.
Applicants should note that the role involves managing high-volume calls regarding sensitive topics such as distress, self-harm, addiction, and financial hardship.
Responsibilities
- Handle escalated issues from fellow customer service advisors through telephone and in-app chat communications
- Assist clients dealing with addictions to implement account adjustments supporting their recovery
- Communicate with individuals facing affordability challenges to locate proper help and support resources
- Engage with clients expressing thoughts of suicide to determine the appropriate assistance path
- Advise colleagues on tone of voice, phrasing, and suitable actions regarding vulnerable individuals
- Identify financial accessibility needs and execute adjustments to aid the customer journey
Requirements
- Experience working with vulnerable people
- Ability to manage a high volume of calls dealing with sensitive subjects
- Capacity to prioritise difficult conversations effectively
- Strong levels of empathy and compassion
- Demonstrated personal boundaries and resilience
- Availability to begin on 18th January 2027 and attend full-time training Monday through Friday from 9am to 5:30pm for 8 weeks
- Strong team working ethic
Core Skills
Benefits
- Annual salary between £26,230 and £30,620 depending on experience
- Incentive awards tied to performance
- Learning budget of £1,000 per year for books, training courses, and conferences
- Guaranteed time off on your birthday, sourced from your regular holiday balance
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the role is based remotely.
What is the salary for the Vulnerable Customer Advisor role?
The annual salary ranges from £26,230 to £30,620 depending on experience, plus performance-linked incentive awards.
What are the working hours?
The position involves working 37.5 hours per week on shifts scheduled between 6am and 10pm, Monday through Sunday.
What does the application process involve?
The journey includes an application stage with questions, an initial call with a recruiter, and a final stage interview with two team managers lasting approximately one hour.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.