Lead, coach, and develop a team of Complaints Lead Experts to deliver high-quality technical advice.
Own and improve the complaints policy framework to ensure consistency, effectiveness, and regulatory compliance.
Use insights from quality assurance and FOS outcomes to drive strategic improvements and fair customer outcomes.
Monzo is on a mission to make money work for everyone, offering personal and business banking, savings, investments, and pensions with a focus on simplicity and financial education. With a diverse team and a culture of inclusion, we have grown significantly in the last 10 years in the UK and are committed to creating magical moments for our customers.
Monitor key risk indicators including FOS referral and overturn rates to spot trends.
Carry out root cause analysis on FOS referrals and outcomes.
Turn complex data into actionable insights and recommendations for teams.
Monzo is a digital bank that aims to make money work for everyone by providing a great app and world-class support. They have a large team and emphasize empathy and transparency, with a culture focused on improving customer outcomes.
Monitoring key risk indicators, including FOS referral and overturn rates, to spot emerging trends and opportunities for improvement.
Carrying out root cause analysis and deep dives into FOS referrals and outcomes to understand what's driving complaints and decisions.
Turning complex data into clear, actionable insights and recommendations that help teams address underlying issues.
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.
Draft and review responses to complex customer and regulatory complaints, ensuring compliance and identifying potential risks.
Log and track complaint cases in a GRC tool, monitor deadlines, and escalate complex issues.
Maintain knowledge of consumer protection regulations like Reg E and UDAAP while supporting audits and reporting.
Coastal Community Bank is a modern bank combining strong financial infrastructure with Banking-as-a-Service and fintech enablement. It has an entrepreneurial, fast-moving culture focused on impact, speed, and continuous improvement.
Lead complex VAIB workstreams, balancing customer needs, regulatory expectations, and operational goals.
Use data and customer insights to identify systemic barriers and drive evidence-based improvements.
Partner with Product, Engineering, and Operations to embed inclusive considerations into customer journeys.
Monzo is a digital bank on a mission to make money work for everyone, offering a range of banking products and services. They foster an inclusive culture with a diverse team and a focus on customer needs.
Lead the Fraud & Disputes Risk team, developing strategies across authorised, unauthorised, first-party fraud, and disputes specialisms.
Build strong relationships with Product, Engineering, Data, and Operations to design effective fraud controls, investigation processes, and reporting.
Champion a positive team culture, mentor team members, and ensure key fraud initiatives stay on track.
Monzo is a digital bank on a mission to make money work for everyone, offering personal and business accounts, savings, investments, and more. With over 10 years in the UK and a growing team, they are known for their customer-centric approach, award-winning service, and innovative financial products.
Manage strategic partnerships for Monzo's VAIB team supporting vulnerable customers.
Use data and customer feedback to evaluate and improve partnership impact.
Translate specialist insight into product, service, and journey improvements.
Monzo is a UK digital bank on a mission to make money work for everyone, offering personal and business accounts, savings, investments, and pensions. It is a fast-growing fintech known for award-winning customer service and a culture focused on diversity, inclusion, and accessibility.
Lead integrated marketing strategy across all channels, aligning with Monzo's business objectives.
Drive cohesive campaigns by collaborating with marketing centres of excellence, product, and growth teams.
Manage budgets, capacity, and performance reporting, using data to optimise campaign portfolios.
Monzo is a digital bank on a mission to make money work for everyone, offering personal and business accounts, savings, investments, and pensions. With a strong focus on customer experience and a culture of inclusivity, Monzo has grown significantly over the past decade in the UK.