# Vulnerable Customer Advisor

**Company**: Monzo
**Location**: Remote (UK)
**Work arrangement**: remote
**Job type**: full-time
**Salary**: £26,230 - £30,620
**Category**: Customer Service
**Industry**: Finance

**Apply**: https://job-boards.greenhouse.io/monzo/jobs/8312105?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_7c1cef5d-569

## Description

We're on a mission to make money work for everyone.

As a Vulnerable Customer Advisor, 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.

You will:

- Take escalations from fellow Customer Service Advisors, chatting to customers via the telephone and in-app chat.

- Help people with addictions make account adjustments to aid their recovery.

- Help 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.

- Talk to people who are struggling to afford basic necessities, and find them the right help and support.

- Talk to people who mention suicide, and figure out the best way to help them.

- Advise your fellow Customer Service Advisors on tone of voice, phrasing, and actions for vulnerable people.

- Understand a customer's financial accessibility needs and make 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.

Benefits include:

- £26,230 - £30,620 per year depending on experience.

- Incentive Awards tied to your performance.

- Learning budget of £1,000 a year for books, training courses, and conferences.

- Remote work.

- Time off on your birthday.

## Skills

### Required
- empathy
- communication
- problem-solving
- resilience

### Nice to have
- experience working with vulnerable people
- managing sensitive calls

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/monzo/jobs/8312105?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)