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For Companies At a Glance
- Tasks: Support vulnerable customers through bereavements and life events with empathy and care.
- Company: Join Monzo Bank's inclusive team focused on vulnerability and accessibility.
- Benefits: Competitive salary, remote work, £1,000 learning budget, and birthday off.
- Other info: Fully remote role with great career growth and a supportive team culture.
- Why this job: Make a real difference in people's lives during challenging times.
- Qualifications: Experience supporting vulnerable customers and excellent communication skills required.
The predicted salary is between 24000 - 28000 £ per year.
Overview
Life Events Advisor (Vulnerable Customers) – Monzo Bank
We’re looking for people with strong Vulnerable Customer experience to join our Vulnerability, Inclusion, Accessibility & Bereavement team. This is a remote, UK-based role within Monzo’s Life Events team, focused on supporting third parties and next of kin, handling bereavements of Monzo customers, and assisting those seeking formal or informal third party access.
Responsibilities
- Communicate directly with next of kin and third parties following the disclosure of a bereavement or terminal illness via email, chat and calls.
- Manage bereavements and third party access cases; take ownership by supporting customers with formal and informal third party access such as Power of Attorney.
- Support customers who are currently in custody/incarcerated.
- Escalate and collaborate with internal teams in customer operations to resolve cases.
- Share opportunities, identify risks and provide feedback to improve customer support and processes.
- Meet targets while receiving and providing continuous feedback.
What we’d love to hear
- Previous experience supporting customers dealing with grief. Bereavements or major life events experience is essential.
- A track record of working with vulnerable customers or understanding of bereavement support within financial services.
- Experience managing probate-related disclosures and enquiries.
- Excellent communication skills, especially on the telephone; the ability to take and make calls is essential.
What’s in it for you
- Salary: £28,050 – £34,000
- Remote role in the UK
- £1,000 learning budget each year for books, training courses and conferences.
- MacBook provided; additional support for home working setup for fully remote staff.
- Time off on your birthday if you are scheduled to work and outside of training period.
- Other benefits available – read the full list of benefits.
Application process
The application journey has 3 key steps:
- Application question review
- A 30 minute call with our recruiter
- A role-specific interview with two Team Managers (1 hour)
Our average process takes around 2 weeks, but we will work around your availability.
Logistics
This role is fully remote in the UK (you must be permanently based in the UK).
Start date: Monday 10th November 2025.
Training will be Monday to Friday 09:00-17:30 for 10 weeks and will be carried out remotely (holidays/appointments not allowed during the first 5 weeks).
Shifts: Monday to Friday between 8am – 8pm, including bank holidays (37.5 hours).
Equal opportunities
Diversity and inclusion are a priority. Monzo is an equal opportunity employer. All applicants will be considered for employment without regard to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity or disability status. If you have a preferred name, please use it to apply. We don’t need full or birth names at application stage.
Seniority level: Entry level
Employment type: Full-time
Job function: Other
Industries: Banking
Location: United Kingdom – Remote
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Life Events Advisor (Vulnerable Customers) employer: Monzo Bank
Contact Detail:
Monzo Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Life Events Advisor (Vulnerable Customers)
✨Tip Number 1
Get to know the company culture! Before your interview, check out Monzo's social media and website. Understanding their values will help you connect better during your chat with the recruiter.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of a mirror. This will boost your confidence and help you articulate your experience with vulnerable customers clearly.
✨Tip Number 3
Show your passion for helping others! During the interview, share personal stories or experiences that highlight your empathy and understanding of bereavement support. It’s all about making that human connection!
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It shows you’re genuinely interested and keeps you on their radar.
We think you need these skills to ace Life Events Advisor (Vulnerable Customers)
Some tips for your application 🫡
Show Your Empathy: When writing your application, make sure to highlight your experience with vulnerable customers and bereavement support. We want to see how you connect with people during tough times, so share specific examples that showcase your empathy and understanding.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and experiences without wading through unnecessary fluff.
Tailor Your Application: Make sure to customise your application for the Life Events Advisor role. Refer to the job description and align your skills and experiences with what we’re looking for. This shows us that you’ve done your homework and are genuinely interested in the position.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy and straightforward – just follow the prompts!
How to prepare for a job interview at Monzo Bank
✨Understand the Role
Before your interview, make sure you thoroughly understand what it means to be a Life Events Advisor. Familiarise yourself with the responsibilities, especially around supporting vulnerable customers and handling bereavements. This will help you articulate how your experience aligns with the role.
✨Show Empathy and Communication Skills
Given the sensitive nature of this role, it's crucial to demonstrate your ability to communicate effectively and empathetically. Prepare examples from your past experiences where you've supported customers dealing with grief or difficult situations, highlighting your communication style.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and emotional intelligence. Think about how you would handle specific situations involving bereavement or third-party access. Practising these scenarios can help you feel more confident during the interview.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training processes, or how they measure success in this role. This shows your genuine interest in the position and helps you gauge if it’s the right fit for you.