Life Events Specialist

Monzo Bank; United Kingdom; Remote; GBP 28,000 - 38,000

Job description

Join to apply for the Life Events Specialist 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 ️.

UK Remote | £28,000 - £38,000 + Benefits

Our Vulnerability, Inclusion, Accessibility & Bereavement team

We’re looking for people with strong Vulnerable Customer experience to join our amazing 'Life Events' team. We are looking for a person with previous experience in Bereavements processes in financial services, with excellent communication skills to support people going through grief, and an ability to work with people of all levels and backgrounds. This can often be an emotionally challenging role, and you will need to show flexibility, resilience, and empathy in order to meet the needs of our customers.

You’ll play a key role as you:

• 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; taking ownership by supporting our customers with formal and informal third party access such as Power of Attorney.
• Support our customers who are currently in custody/incarcerated.
• Deal with internal escalations and work closely with other domains in customer operations.
• Communicate with the leadership team to share opportunities, identify risks and concerns and provide feedback that aims to proactively improve the support we offer to our customers.
• Meet targets while receiving and providing continuous feedback.

You Should Apply If:

• You have previous experience supporting customers dealing with grief. Bereavements or major/significant life events experience is essential.
• You should be able to demonstrate a strong track record of working with vulnerable customers or possess a robust understanding of bereavement support within the financial sector.
• You have experience in managing probate-related disclosures and enquiries.
• You’re an excellent communicator talking on the telephone.

The ability to take and make calls is an essential requirement for this role.

What’s in it for you:

• £28,000 - £38,000
• We guarantee to approve time off on your birthday if it falls on a day you’re scheduled to work and it’s outside of your training period.
• This role is remote.
• £1,000 learning budget each year to use on books, training courses and conferences.
• We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.

The application journey has 3 key steps:

• Application question review
• A 30 minute call with our recruiter, Sam
• A Role Specific Interview with two of our Team Managers (1 hour)

Our average process takes around 2 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions ahead of this please contact [e-mail].

Logistics:
This role will be fully remote in the UK (You must be permanently based in the UK for this role).

The start date for this role will be Monday 9th June 2025.
Training will be Monday to Friday 09:00-17:30 for 3 weeks and this will be carried out remotely (please note that holidays and appointments are not allowed during the first 5 weeks).
Shifts will be Monday to Friday between 8am - 8pm including bank holidays (37.5 hours).

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, 2023 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.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Management and Manufacturing
• Banking