Financial Coach

Moneybox

. Serve as the lead contact for customers throughout their advice journey .

Posted 10/5/2026full-timeRemote • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer relationship management within financial services, with a strong focus on communication, compliance, and delivering positive customer outcomes. Proficient in utilizing technology to enhance customer experiences and support financial advice processes.

Highest-signal resume keywords

RO4 CertificationCustomer-Facing ExperienceKnowledge of UK PensionsExcellent Communication SkillsExperience in Regulated Environment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Financial CoachingCustomer Relationship ManagementFinancial Advice KnowledgeInvestment Product KnowledgeConsumer Duty Awareness

Soft Skills

Strong Relationship BuildingEffective Objection HandlingOrganizational SkillsMultitasking AbilityCollaboration Skills

Tools & Technologies

CRM TechnologyAdvice EngineMachine Learning Applications

Certifications & Qualifications

RO4 CertificationRO1 CertificationLevel 3 Certificate in Financial ServicesRegulated Diploma in Financial Planning

Industry Keywords

Financial ServicesCustomer OutcomesRisk-Controlled FrameworkUK ISAsInvestment Products

About the role

Key responsibilities & impact

Serve as the lead contact for customers throughout their advice journey
Listen to customers, answer questions, build trust and collect information needed to support their financial goals
Act as a Moneybox ambassador and help customers feel comfortable with financial services
Grow the advice service and serve as first point of contact for advised customers
Build and maintain relationships throughout the ongoing advice experience
Handle customer questions, information updates and changes in circumstances
Listen to customers, identify their needs and support good customer outcomes
Identify customers who need advice and clearly articulate the value of advice
Provide implementation support and personal accountability to help customers act on recommended plans
Provide updates and interventions prompted by the advice engine and CRM technology
Explain options, recommendations and next steps to customers
Identify new advice needs and escalate cases to a Financial Adviser
Use technology to manage customer relationships and adopt new processes
Test new technology and processes, identify what works, and share insights with the wider team
Maintain professional knowledge, complete CPD and meet qualification requirements
Follow company policies and procedures to protect customers and deliver good outcomes
Provide non-advised financial coaching services when required
Participate in QA huddles and learning sessions, escalations and teamwork during standard UK business hours

Requirements

What you’ll need

RO4 is mandatory, alongside either RO1 or a level 3 certificate in Financial Services (or equivalent), attained within 6 months of joining if not already in place
Excellent communication and engagement skills, particularly over the phone and via video calls; able to deal with customer objections and complaints effectively
Able to build strong and collaborative relationships with customers and colleagues
Comfortable with technology and able to learn new processes quickly
Highly organised, able to meet deadlines, multitask and manage competing priorities
Experience in a customer-facing role within financial services
Driven and passionate about helping people meet their financial goals
Awareness of Consumer Duty and a genuine instinct for good customer outcomes
Experience working in a regulated environment, delivering high levels of customer service within a risk-controlled framework
Good knowledge of UK pensions, ISAs and investment products, including benefits, risks and tax treatment
Regulated Diploma in Financial Planning or equivalent level 4 qualification (desirable)
Knowledge and background in financial advice (desirable)
Experience leading customer-focused change projects (desirable)
Excellent knowledge of Moneybox (desirable)
Interest in machine learning and AI applications for customer experience (desirable)
Must be based within the UK
Visa sponsorship is not available; overseas applications cannot be considered
Must complete agreed annual CPD and achieve minimum qualification requirements
Subject to satisfactory pre-employment checks, including criminal record and adverse credit history checks

Benefits

Comp & perks

Company pension scheme
Company bonus scheme
Home office furniture allowance
Personal Annual Learning and Development budget
Private Medical Insurance
Health Cash Plan – cashback on everyday healthcare like dental and opticians
Cycle to work scheme – spread the cost of a new bike and accessories
CycleSaver – save on bike-share subscriptions and have a more sustainable commute
Wellhub subscription to a variety of gyms and wellbeing apps
Enhanced parental pay & leave
25 days holiday + bank holidays with additional days added with length of service
Hybrid policy includes 2 days from the London office and 3 from home (general company policy)
Opportunity to join a fast-growing, award-winning and ambitious company
Friendly, collaborative and inclusive company culture