Vulnerable Customer Advisor

Monzo Bank

. Take escalations from Customer Service Advisors via telephone and in-app chat .

Posted 10/22/2026full-timeRemote • United KingdomMid-LevelSenior💰 £26,230 - £30,620 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong empathy and compassion while effectively managing sensitive conversations with vulnerable customers. Capable of providing tailored support and adjustments to meet financial accessibility needs.

Highest-signal resume keywords

Experience Working With Vulnerable PeopleHigh Volume Call ManagementEmpathy And CompassionStrong Team Working EthicAbility To Prioritise Difficult Conversations

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

ResiliencePersonal Boundaries

Industry Keywords

Customer ServiceAccount AdjustmentsFinancial AccessibilitySupport For AddictionsSensitive Conversations

About the role

Key responsibilities & impact

Take escalations from Customer Service Advisors via telephone and in-app chat
Help customers with addictions make account adjustments to aid recovery
Support customers experiencing difficulties and ensure they are understood by Monzo
Help customers struggling to afford basic necessities find appropriate support
Respond appropriately to customers mentioning suicide
Advise Customer Service Advisors on tone of voice, phrasing, and actions for vulnerable customers
Understand customers’ financial accessibility needs and make adjustments to support their journey

Requirements

What you’ll need

Experience working with vulnerable people
Comfortable and confident managing a high volume of calls of a sensitive nature
Ability to prioritise difficult conversations effectively
High levels of empathy and compassion
Strong sense of personal boundaries and resilience
Ability to start on 18th January 2027
Ability to attend full-time training Monday to Friday, 9am–5:30pm, for 8 weeks
Strong team working ethic
Availability for shifts between 6am and 10pm, Monday–Sunday, 37.5 hours per week

Benefits

Comp & perks

Incentive Awards tied to your performance
Learning budget of £1,000 a year for books, training courses and conferences
Benefits package
Guaranteed time off on your birthday (if you want it), except during the training period, subject to regular holiday balance