Vulnerable Customer Advisor

Join to apply for the Vulnerable Customer Advisor role at Monzo Bank.

We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking.

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16‑17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.

With our hot coral cards and get‑paid‑early feature, combined with financial education on social media and our award‑winning customer service, we have a long history of creating magical moments for our customers! We’re not about selling products – we want to solve problems and change lives through Monzo.

Location: Remote in the UK | Salary: £24,750 – £29,625 pro rata (£27,250 London salary, pro rata £16,350) depending on experience + Benefits.

Work hours: Monday – Friday from 3:30 pm to 8 pm (22.5 hours per week). You will initially join 10 weeks of remotely delivered training Monday – Friday 9 am – 5:30 pm.

This role will be heavily calls‑based. These calls will be upsetting and unsettling on a daily basis. We receive calls from customers who express feelings of distress, including thoughts of self‑harm or harm to others, as well as challenges related to gambling and substance use. Please do not apply if you feel that these calls will be triggering for you to deal with.

Key responsibilities

• 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 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.

What we’re looking for

• Experience working with vulnerable customers is desirable.
• Comfortable and confident managing a high volume of calls of a sensitive nature.
• Ability to prioritise difficult conversations effectively.
• Strong sense of empathy and compassion.
• Strong sense of personal boundaries and resilience.
• Can start on 15 Feb 2026 and attend full‑time training Monday – Friday 9 am – 5:30 pm for 10 weeks.
• Strong team‑working ethic.

What we offer

£24,750 – £29,625 (pro rata) per year depending on experience.

This role is based remotely, including training.

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

And much more – see our full list of benefits.

Birthday holiday: We’ll guarantee time off on your birthday (if you want it) with the exception of your training period. This will come from your regular holiday balance.

Shifts: Monday – Friday 3:30 pm – 8 pm.

Application journey

The application journey has 3 key steps:

• Application stage and questions.
• 20‑minute recruiter call.
• Final stage with 2 team managers lasting up to 1.5 hours.

If you have any questions, please reach out to sarahwilson@monzo.com.

This process should take around 2‑3 weeks – your schedule is really important to us, so we promise to be as flexible as possible!

We have guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin or veteran, neurodiversity or disability status.

If you have a preferred name, please use it to apply. We don’t require full or birth names at application stage.