Overnight Vulnerable Customer Advisor

The Vulnerable Customer Advisor role involves:

• Taking escalations from fellow Customer Service Advisors and communicating with customers via telephone and in app chat.
• Helping people with addictions by making account adjustments to aid their recovery and ensuring Monzo comprehends the challenges customers face so that they can provide adequate support in the future.
• Aiding individuals struggling to afford basic necessities by connecting them with the appropriate assistance and understanding a customer’s financial accessibility needs and making adjustments to support their journey with Monzo.
• Talking to people who mention suicide and figuring out the best way to help them.
• Advising fellow Customer Service Advisors on tone of voice, phrasing, and actions for vulnerable people.