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For Companies At a Glance
- Tasks: Join our Wealth team to support customers with savings and investment queries.
- Company: Monzo is a rapidly growing fintech company focused on innovative wealth products.
- Benefits: Enjoy remote work, stock options, generous holiday allowance, and a learning budget.
- Why this job: Be part of a mission-driven team that empowers customers to secure their financial future.
- Qualifications: 1 year of experience with wealth products and excellent communication skills required.
- Other info: Flexible working hours and a supportive team culture await you!
The predicted salary is between 28000 - 39200 £ per year.
Remote £28,000 + £11,250 worth of stock options ️ Open Availability (6am-10pm Monday to Sunday) – We are currently in a 6 months trial period, where our COps (Customer Operations) work 9am-6pm, Monday to Friday.
This role will be focused on Wealth transfer processes, alongside customer support, and the main focus for the first 12 months will be on our Savings Product.
️ About our Wealth team
Rather than focusing on budgeting tools and new features, our Wealth team is on a mission to provide the right products and education to help support our customers look towards their future. From Savings, Investments and Pensions Products. Wealth is a rapidly growing domain at Monzo, launching 2 new products (Investments and Pensions) in the last 2 years.
What you\’ll be working on
Customer Operations are the heart of Monzo and every Customer Operations Representative has the power to solve problems quickly and with minimal fuss. You’ll be working in our Wealth Customer Operations Team, keeping the savings product healthy through completing operational tasks (such as processing ISA Transfers, breaking fixed term pots etc) and being our customers\’ first point of call for any queries and problems they may have and providing support by being honest and transparent with our customers through our in-app chat, emails, and via the telephone.
You’ll play a key role by…
- Resolving our customer problems through working with a variety of tasks and products within the Wealth Domain over chat/emails/calls
- Working on back office operational tasks such as processing ISA transfers and Fixed Term Pot breaks.
- Using technical and soft skills to deliver excellent customer outcomes and service
- Supporting the embedding of operational change across Wealth
- Collecting and recommending actions to make improvements to the domain
- Supporting with new tasks as we scale the operation
We\’d love to hear from you if
- You have at least 1 year of experience working with Wealth products including experience processing ISA transfer requests
- You can work diligently, spot inefficiencies in processes, and implement positive change.
- You can make the complex simple and explain it to others in an engaging and informative way.
- You work well in a team and are able to collaborate with others effectively
- You’re deeply empathetic, always put yourself in the shoes of the customer and take end-to-end ownership of a customer\’s issue.
- You consistently deliver role model behaviours and a positive ‘can-do’ attitude
- You\’re extremely competent in handling conversations on the telephone/chat/email with customers and prospective users
- You\’re able to think about the customer and domain when making decisions
- You\’re able to prioritise workload based on domain and customer demands
- You\’re a self-starter and able to fill gaps of ‘down’ time with the relevant workload based on the demands of the business.
- You adopt a coaching and guiding mindset and work well with feedback
- You\’re able to account for your work when not on a stat-based task and feel comfortable working to SLA’s
What’s in it for you?
Annual Salary Review which means your salary can increase every year
All Monzo team members get share options as part of their package.
Up to 6% pension contribution from Monzo
A £200 budget to set up a home office space
34 days of holiday allowance per year
8 weeks of paid sabbatical leave every 5 years
25 days of paid sick leave
Optional Health Insurance
Learning budget of £1,000 a year for books, training courses and conferences to focus on your personal development
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Contact Detail:
Monzo Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Wealth Customer Operations Representative
✨Tip Number 1
Familiarise yourself with the Wealth products offered by Monzo, especially the Savings Product. Understanding the nuances of ISA transfers and fixed-term pots will give you an edge during interviews and help you answer customer queries more effectively.
✨Tip Number 2
Showcase your problem-solving skills by preparing examples of how you've resolved customer issues in the past. Highlighting your ability to simplify complex information will demonstrate your suitability for the role.
✨Tip Number 3
Emphasise your experience in a team environment. Be ready to discuss how you've collaborated with colleagues to improve processes or enhance customer service, as teamwork is crucial in this role.
✨Tip Number 4
Prepare to discuss your approach to handling feedback and your willingness to adapt. The role requires a coaching mindset, so illustrating your ability to learn from experiences will resonate well with the hiring team.
We think you need these skills to ace Wealth Customer Operations Representative
Some tips for your application 🫡
Understand the Role: Read through the job description carefully to understand the key responsibilities and requirements for the Wealth Customer Operations Representative position. Tailor your application to highlight relevant experience, especially in wealth products and customer support.
Highlight Relevant Experience: Make sure to emphasise any previous experience you have with wealth products, particularly processing ISA transfers. Use specific examples to demonstrate how you've successfully handled similar tasks or challenges in the past.
Showcase Soft Skills: Since this role requires strong communication and empathy, include examples of how you've effectively communicated with customers in previous roles. Highlight your ability to simplify complex information and provide excellent customer service.
Tailor Your CV and Cover Letter: Customise your CV and cover letter to reflect the skills and experiences that align with the job description. Use keywords from the job posting to ensure your application stands out and shows that you are a great fit for the team.
How to prepare for a job interview at Monzo Bank
✨Know Your Wealth Products
Make sure you have a solid understanding of the wealth products mentioned in the job description, especially ISA transfers and savings products. Being able to discuss these confidently will show your expertise and readiness for the role.
✨Demonstrate Empathy
Since the role requires a deep sense of empathy, prepare examples from your past experiences where you've successfully resolved customer issues. Highlight how you put yourself in the customer's shoes to provide excellent service.
✨Showcase Problem-Solving Skills
Be ready to discuss specific instances where you've identified inefficiencies in processes and implemented positive changes. This will demonstrate your proactive approach and ability to contribute to operational improvements.
✨Prepare for Technical and Soft Skills Questions
Expect questions that assess both your technical knowledge of wealth products and your soft skills, such as communication and teamwork. Practise articulating how you can balance these skills to deliver exceptional customer outcomes.
