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Responsibilities:
- You'll monitor key risk indicators, including FOS referral and overturn rates, to spot emerging trends and opportunities for improvement.
- You'll carry out root cause analysis and deep dives into FOS referrals and outcomes to understand what's driving complaints and decisions.
- You'll turn complex data into clear, actionable insights and recommendations that help teams address underlying issues.
Requirements:
- You have experience carrying out root cause analysis and turning findings into meaningful improvements.
- You understand complaint handling in an FCA-regulated environment, including DISP rules.
- You're familiar with the Financial Ombudsman Service and how complaints are referred.
Benefits:
- You'll receive incentive awards tied to your performance.
- You'll enjoy flexible working hours and a trust-based environment.
- We'll provide a £1,000 learning budget each year and support for your work-from-home setup.
Monzo
Monzo is a digital bank on a mission to make money work for everyone, offering personal and business accounts, savings, investments, and pensions. The company has grown significantly over the last decade in the UK and fosters an inclusive culture with a focus on diversity and equal opportunities.