Monzo

We're on a mission to make money work for everyone. We're waving goodbye to the complicated and confusing ways of traditional banking. 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 ️ Investments is one of Monzo's most recent product launches , with a huge opportunity to get more people investing for the first time. Our mission is to help customers make their money work harder by finding investments that are right for them. We want to empower new and early investors to make smarter financial decisions and start investing confidently through transparency, simplicity, and easy access. We do this by providing a delightful product experience, with access to education, tools, and a range of investment options to suit individuals needs and goals. We are a small and nimble multi-disciplinary team, led by data and customer research, with a real sense of ownership. Your focus will be to: Scale our Investments product to millions of users Reduce barriers for first time investors and make investing more accessible Integrate Investments into other Monzo products and features You'll lead a multi-disciplinary team to set big, ambitious goals, and have the opportunity to shape how Monzo delivers its Investments product to millions of users from the ground up. You'll operate with autonomy and have a massive impact on our customers' lives and Monzo's success. What you'll be working on Leading a cross-functional team to develop and deliver a product strategy for the next phase of growth for our investment products, including building a deep understanding of customer needs and market opportunities, and defining how we'll differentiate ourselves Collaborate with and influence key stakeholders across the organisation, including the wider product teams, company leadership, finance, marketing, compliance, legal, regulatory affairs Balance work to create long-term growth, and work to hit short-term growth targets Understanding key customer pain points and problems, ensuring the team has clear goals and objectives, and enabling the team to make decisions quickly. Helping define and construct a long term product strategy for our Investment products. Identifying and deeply understanding customers needs to build products that solve real problems. Instilling a test and learn mentality across your team and the broader product organisation and using data to prioritise and measure impact. Working closely with data, design, research, marketing and engineering to support and inspire your team. You should apply if: You have experience working on a consumer-facing financial technology product in a in a fast growing company You've got extensive experience of shipping successful, customer-centric digital products in a fast growing company You have the ability to communicate clearly and persuasively to a wide range of audiences, and in a structured way You have the urge and resilience to challenge the status quo and make things better You can systematically break down and then solve complex problems (for customers and the business) You're comfortable with numbers, can ground your thinking in analysis, can identify key metrics and their drivers and evaluate the success of your work You hone in on the highest leverage thing to work on, both for the product and your own time You make good decisions in complex situations where there's often no "right answer" You're full of novel ideas and creative solutions, and able to tease them out of others too You're able to motivate, energise and inspire people towards a common goal You can work effectively with a diverse range of people and working styles to get stuff done, and are able to thoughtfully and constructively challenge and influence the people you work with You're able to quickly build trust and manage disagreement You're excited by the ambition of what we're doing at Monzo and personal finance in general You're a fast learner, humble and curious, and enjoy developing yourself and others The interview process: Our interview process involves 4 main stages: Initial call with hiring manager Experience Loop consisting of x3 interviews. This includes a Case Study, Project Walkthrough and a Values interview Final chat with a senior leader at Monzo Our average process takes around 3-4 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 us on What's in it for you: ️ We can help you relocate to the UK We can sponsor visas This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London) We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team Learning budget of £1,000 a year for books, training courses and conferences And much more, see our full list of benefits here The closing date for this job advert will be on the 17th May so please be sure to apply as soon as possible if you're interested 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 , 2022 Diversity and Inclusion Report and 2023 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. Accepted file types: pdf, doc, docx, txt, rtf Accepted file types: pdf, doc, docx, txt, rtf Select A US Person is defined as someone who: was born in the United States (US) has at least 1 parent who was born in the US is a naturalised citizen of the US is a green card holder is a US tax resident Keeping your data safe is really important to us. Select Please confirm your UK Right to Work status. Select We legally have to verify your Right to Work in the UK before you can start working for us. We're asking for this information now so we know later what type of right to work check we need to do. Your answer to this question won't affect the outcome of your application, unless you'd need visa sponsorship but are applying to a role we can't sponsor. If you'd like to, please share your preferred pronouns (eg. they/them/theirs, she/her/hers). If you'd like to, please spell out your name how it's pronounced so we know how to say it. Identity survey Our goal at Monzo is to make money work for everyone. To do that, working at Monzo must work for everyone. We want to create an equitable, engaged and innovative workplace which gives people from all backgrounds the support they need to thrive and grow. Making Monzo work for everyone starts right at the beginning of every Monzonaut's journey: when they apply to work here. This demographic survey will help us better understand the people who apply to work at Monzo. It'll help us see how different groups progress through our hiring process, and where we need to make improvements to be more inclusive. If you choose to fill it out, all of the information you give us is: Voluntary . And we've included a "prefer not to say" option for every question. It'd be helpful if you still fill out the survey even if you choose "prefer not to say" for every question, as it's useful for us to understand & record this. We won't know if you choose to fill this survey in or not. Anonymous to Monzo . We can't tie your responses to you and they won't make a difference to the outcome of your application. We'll only use grouped responses for equal opportunities monitoring in our hiring process. By filling out this survey, you agree that we can use your responses for the purposes we've mentioned above. You are not letting us know if we need to make any adjustments to the hiring process because of disability or neurodiversity - to do this please email us. How would you describe your gender identity? Select Do you identify as transgender? Select What's your sexual orientation? Select Do you identify as having a disability? Select Do you consider yourself to be neurodiverse? Select

We're on a mission to make money work for everyone. We're waving goodbye to the complicated and confusing ways of traditional banking. 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 ️ Investments is one of Monzo's most recent product launches , with a huge opportunity to get more people investing for the first time. Our mission is to help customers make their money work harder by finding investments that are right for them. We want to empower new and early investors to make smarter financial decisions and start investing confidently through transparency, simplicity, and easy access. We do this by providing a delightful product experience, with access to education, tools, and a range of investment options to suit individuals needs and goals. We are a small and nimble multi-disciplinary team, led by data and customer research, with a real sense of ownership. Your focus will be to: Scale our Investments product to millions of users Reduce barriers for first time investors and make investing more accessible Integrate Investments into other Monzo products and features You'll lead a multi-disciplinary team to set big, ambitious goals, and have the opportunity to shape how Monzo delivers its Investments product to millions of users from the ground up. You'll operate with autonomy and have a massive impact on our customers' lives and Monzo's success. What you'll be working on Leading a cross-functional team to develop and deliver a product strategy for the next phase of growth for our investment products, including building a deep understanding of customer needs and market opportunities, and defining how we'll differentiate ourselves Collaborate with and influence key stakeholders across the organisation, including the wider product teams, company leadership, finance, marketing, compliance, legal, regulatory affairs Balance work to create long-term growth, and work to hit short-term growth targets Understanding key customer pain points and problems, ensuring the team has clear goals and objectives, and enabling the team to make decisions quickly. Helping define and construct a long term product strategy for our Investment products. Identifying and deeply understanding customers needs to build products that solve real problems. Instilling a test and learn mentality across your team and the broader product organisation and using data to prioritise and measure impact. Working closely with data, design, research, marketing and engineering to support and inspire your team. You should apply if: You have experience working on a consumer-facing financial technology product in a in a fast growing company You've got extensive experience of shipping successful, customer-centric digital products in a fast growing company You have the ability to communicate clearly and persuasively to a wide range of audiences, and in a structured way You have the urge and resilience to challenge the status quo and make things better You can systematically break down and then solve complex problems (for customers and the business) You're comfortable with numbers, can ground your thinking in analysis, can identify key metrics and their drivers and evaluate the success of your work You hone in on the highest leverage thing to work on, both for the product and your own time You make good decisions in complex situations where there's often no "right answer" You're full of novel ideas and creative solutions, and able to tease them out of others too You're able to motivate, energise and inspire people towards a common goal You can work effectively with a diverse range of people and working styles to get stuff done, and are able to thoughtfully and constructively challenge and influence the people you work with You're able to quickly build trust and manage disagreement You're excited by the ambition of what we're doing at Monzo and personal finance in general You're a fast learner, humble and curious, and enjoy developing yourself and others The interview process: Our interview process involves 4 main stages: Initial call with hiring manager Experience Loop consisting of x3 interviews. This includes a Case Study, Project Walkthrough and a Values interview Final chat with a senior leader at Monzo Our average process takes around 3-4 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 us on What's in it for you: ️ We can help you relocate to the UK We can sponsor visas This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London) We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team Learning budget of £1,000 a year for books, training courses and conferences And much more, see our full list of benefits here The closing date for this job advert will be on the 17th May so please be sure to apply as soon as possible if you're interested 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 , 2022 Diversity and Inclusion Report and 2023 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. Accepted file types: pdf, doc, docx, txt, rtf Accepted file types: pdf, doc, docx, txt, rtf Select A US Person is defined as someone who: was born in the United States (US) has at least 1 parent who was born in the US is a naturalised citizen of the US is a green card holder is a US tax resident Keeping your data safe is really important to us. Select Please confirm your UK Right to Work status. Select We legally have to verify your Right to Work in the UK before you can start working for us. We're asking for this information now so we know later what type of right to work check we need to do. Your answer to this question won't affect the outcome of your application, unless you'd need visa sponsorship but are applying to a role we can't sponsor. If you'd like to, please share your preferred pronouns (eg. they/them/theirs, she/her/hers). If you'd like to, please spell out your name how it's pronounced so we know how to say it. Identity survey Our goal at Monzo is to make money work for everyone. To do that, working at Monzo must work for everyone. We want to create an equitable, engaged and innovative workplace which gives people from all backgrounds the support they need to thrive and grow. Making Monzo work for everyone starts right at the beginning of every Monzonaut's journey: when they apply to work here. This demographic survey will help us better understand the people who apply to work at Monzo. It'll help us see how different groups progress through our hiring process, and where we need to make improvements to be more inclusive. If you choose to fill it out, all of the information you give us is: Voluntary . And we've included a "prefer not to say" option for every question. It'd be helpful if you still fill out the survey even if you choose "prefer not to say" for every question, as it's useful for us to understand & record this. We won't know if you choose to fill this survey in or not. Anonymous to Monzo . We can't tie your responses to you and they won't make a difference to the outcome of your application. We'll only use grouped responses for equal opportunities monitoring in our hiring process. By filling out this survey, you agree that we can use your responses for the purposes we've mentioned above. You are not letting us know if we need to make any adjustments to the hiring process because of disability or neurodiversity - to do this please email us. How would you describe your gender identity? Select Do you identify as transgender? Select What's your sexual orientation? Select Do you identify as having a disability? Select Do you consider yourself to be neurodiverse? Select

We're on a mission to make money work for everyone. We're waving goodbye to the complicated and confusing ways of traditional banking. 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 ️ We're looking for a Product Manager to join our team and help us build one of the best, most innovative banks in the world. Monzo is the lead challenger bank in the UK with a mission to Make Money Work for Everyone. In the last few years we've built a banking app with extremely high daily engagement and an NPS that's consistently above 70. More than 10% of UK adults have a Monzo account already, but we have a global ambition and the opportunity to impact hundreds of millions - perhaps even billions - of lives. Product is at the heart of this ambition. As a PM you'll lead a multi-disciplinary team to set big, ambitious goals for an entire product area, and have the freedom to decide how to meet them. You'll operate with autonomy and have a massive impact on our customers' lives and Monzo's success. Your role We're looking for a product manager to join us to define and deliver the next phase of growth for Monzo Flex. Flex has grown significantly over the last two years since launch and has become one of Monzo's largest adopted consumer products. It also recently won the best credit card at the British Banking awards . We're looking to hire someone to help design and accelerate the next phase of growth to become the leading consumer credit, spending product in the UK. As the PM, you'll lead on increasing customer engagement with our fast growing base of existing Flex users, alongside defining how we continue to evolve the product to meet new customer needs. What you'll work on: Lead a cross-functional team to develop and deliver a customer engagement strategy for existing Monzo Flex users, including increasing engagement and monetisation. Key success metrics include total Flex users, monthly engagement and depth of spend. Define product strategy for the next phase of growth Flex, including building a deep understanding of customer needs and market opportunities, and how we'll continue to differentiate ourselves and grow. Work iteratively and collaboratively with design, engineering, research, data science, compliance and many others to refine your plan and execute against it effectively. Balance work to create long-term growth, and work to hit short-term growth and revenue targets. Shape the broader product strategy by sharing insights from your work. You should apply if: You've got extensive experience of shipping successful, customer-centric digital products in a fast growing company. You have experience working with financial services products. Bonus if this experience has been on a credit card or BNPL product. You have previously worked on a product that's success has required strong customer engagement. You're passionate about building value for customers and not just achieving business results. You're data driven, passionate about metrics, and intellectually honest about how your work is performing and driven to continuously improve it. You're creative, opportunistic, and love working as part of a fast, iterative team. You're full of novel ideas and creative solutions, and able to tease them out of others too. You can work effectively with a diverse range of people and working styles to get stuff done, and are able to thoughtfully and constructively challenge and influence the people you work with. You have the ability to communicate clearly and persuasively to a wide range of audiences, and in a structured way You're a fast learner, humble and curious, and enjoy developing yourself and others What we're doing here at Monzo excites you! The interview process: Our interview process involves 4 main stages: Initial Call with Hiring Manager Experience Loop, consisting of x3 hour long interviews to assess Project Walkthrough, Case Study and Leadership. Final chat with our Chief Product Officer Our average process takes around 5-6 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 us on What's in it for you: £85,000 to £120,000 depending on experience stock options & benefits ️ We can help you relocate to the UK We can sponsor visas This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London). We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team. Learning budget of £1,000 a year for books, training courses and conferences And much more, see our full list of benefits here Equal Opportunity Statement We are actively creating an equitable environment for every Monzonaut to thrive. Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and 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 , 2022 Diversity and Inclusion Report and 2023Gender 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. 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 , 2022 Diversity and Inclusion Report and 2023 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. Accepted file types: pdf, doc, docx, txt, rtf Accepted file types: pdf, doc, docx, txt, rtf Tell us in a paragraph an example of a successful, consumer fintech product that you've shipped and the impact it had? What was your role in this product? Select A US Person is defined as someone who: was born in the United States (US) has at least 1 parent who was born in the US is a naturalised citizen of the US is a green card holder is a US tax resident Keeping your data safe is really important to us. Select Please confirm your UK Right to Work status. Select We legally have to verify your Right to Work in the UK before you can start working for us. We're asking for this information now so we know later what type of right to work check we need to do. Your answer to this question won't affect the outcome of your application, unless you'd need visa sponsorship but are applying to a role we can't sponsor. If you'd like to, please share your preferred pronouns (eg. they/them/theirs, she/her/hers). If you'd like to, please spell out your name how it's pronounced so we know how to say it. Identity survey Our goal at Monzo is to make money work for everyone. To do that, working at Monzo must work for everyone. We want to create an equitable, engaged and innovative workplace which gives people from all backgrounds the support they need to thrive and grow. Making Monzo work for everyone starts right at the beginning of every Monzonaut's journey: when they apply to work here. This demographic survey will help us better understand the people who apply to work at Monzo. It'll help us see how different groups progress through our hiring process, and where we need to make improvements to be more inclusive. If you choose to fill it out, all of the information you give us is: Voluntary . And we've included a "prefer not to say" option for every question. It'd be helpful if you still fill out the survey even if you choose "prefer not to say" for every question, as it's useful for us to understand & record this. We won't know if you choose to fill this survey in or not. Anonymous to Monzo . We can't tie your responses to you and they won't make a difference to the outcome of your application. We'll only use grouped responses for equal opportunities monitoring in our hiring process. By filling out this survey, you agree that we can use your responses for the purposes we've mentioned above. You are not letting us know if we need to make any adjustments to the hiring process because of disability or neurodiversity - to do this please email us. How would you describe your gender identity? Select Do you identify as transgender? Select click apply for full job details

Remote, UK £22,250 + Benefits Considering making an application for this job Check all the details in this job description, and then click on Apply. Please note - To be considered for this role, you must have robust and specific _regulated complaint handling experience_ - ideally within the Financial Sector for a minimum of 2 years. About us: We're here to make money work for everyone and we're doing things differently. For too long, banking has been obtuse, complex and opaque. We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, test the app and give us constant feedback so we can build something everyone loves. We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo. About our Complaints team Our Complaints function sits alongside our Customer Operations team to make sure we offer all our customers the best possible service, even when things go wrong. We embed empathy into our complaints process to turn distress into delight, and we're looking for people to join our team who can help us drive this mission forward. We're looking for empathetic, adaptable, and experienced Complaint Handlers who will be able to bring their existing knowledge and complaint handling expertise to our Customer Operations team, helping us to meet and exceed our regulatory requirements. We're looking for applicants with robust experience within a specific Complaint Handling role - ideally within the Financial Sector. If you have this experience, care deeply about making customers happy, and are passionate about making things better - we'd love to hear from you! What you'll be working on We already have a fantastic front-line Customer Operations team (COps) and want to strengthen this even more by bringing in some experienced Complaint Handlers. You'll be the point of contact for customers who feel particularly disappointed in the service we've provided. Our mission is to make money work for everyone, and while having a great app is part of that, we also pride ourselves on providing world-class support. By solving our customers' problems, treating them fairly, and being totally transparent, we believe we can make banking better We know that things can go wrong sometimes, and you'll be tasked with turning the situation around while providing crucial feedback to Monzo on how we can make things better. Your day to day Providing the best customer experience when handling complex complaints in writing and over the phone. Supporting Root Cause Analysis and internal feedback loops with frontline support and specialist domains to mitigate future complaints. Helping to cultivate and maintain a unique and customer-centric culture. Investigating complex issues and engaging with the Financial Ombudsman Service. Delivering some general front-line Customer Service in addition to Complaints Handling. You should apply if You have robust and specific regulated complaint handling experience - ideally within the Financial Sector for a minimum of 2 years. You're adaptable to change, we're a very fast growing business. You're resilient and confident dealing with complaints over the phone. You've got a keen eye for detail and can reach fair outcomes for our complainants. You're comfortable using a laptop (we'll provide you with a MacBook). You're great at explaining things to people, and have flawless written English. You enjoy investigating complex issues and getting to the root cause of the issue while putting things right. You can make the complex simple, and explain it to others in an engaging and informative way. You can quickly pick up the important parts of regulation, and understand how they impact Monzo. 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've got reliable access to the internet from your home, and a private space to work. You'll need a minimum broadband speed of 10mbp/s download and 5-8mbp/s upload. The Interview Process Our interview process involves 3 main stages: Application stage Take home task Remote assessment day, lasting approximately 2-3 hours What's in it for you: £22,250 per year depending on experience (If you are based in Greater London we take this into consideration) + plus stock options & benefits This role is based remotely, but if you prefer an office environment, there is opportunities to work in our Cardiff office Learning budget of £1,000 a year for books, training courses and conferences Logistics You'll be working between 40 hours a week 8am-8pm over five days Monday - Friday. Shifts could look like 8am-5pm, 9am-6pm, 10am-7pm or 11am-8pm. You cannot choose your shift and so full flexibility is require The next start date is November 14th and training will be for up to 6 weeks. Please note that no holidays or appointments are permitted during the training period. To work remotely you'll also need: to work from home in the UK in a safe, private and distraction free environment a solid internet connection (download speed - 10mbps; upload speed - 5 mbps) Equipment: We'll provide you with a work laptop on your first day. There's no need to supply your own. You do need to own your own smartphone, this will be needed each time you log into our customer support system. Equal Opportunity Statement We are actively creating an equitable environment for every Monzonaut to thrive. Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and 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, 2021 Diversity and Inclusion Report and 2021 Gender Pay Gap Report. We're an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status. Job Types: Full-time, Permanent Salary: From £22,250.00 per year Benefits: Work from home Schedule: Day shift Monday to Friday Work Location: One location Expected start date: 14/11/2022

Remote, UK £22,250 + Benefits Considering making an application for this job Check all the details in this job description, and then click on Apply. Please note - To be considered for this role, you must have robust and specific _regulated complaint handling experience_ - ideally within the Financial Sector for a minimum of 2 years. About us: We're here to make money work for everyone and we're doing things differently. For too long, banking has been obtuse, complex and opaque. We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, test the app and give us constant feedback so we can build something everyone loves. We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo. About our Complaints team Our Complaints function sits alongside our Customer Operations team to make sure we offer all our customers the best possible service, even when things go wrong. We embed empathy into our complaints process to turn distress into delight, and we're looking for people to join our team who can help us drive this mission forward. We're looking for empathetic, adaptable, and experienced Complaint Handlers who will be able to bring their existing knowledge and complaint handling expertise to our Customer Operations team, helping us to meet and exceed our regulatory requirements. We're looking for applicants with robust experience within a specific Complaint Handling role - ideally within the Financial Sector. If you have this experience, care deeply about making customers happy, and are passionate about making things better - we'd love to hear from you! What you'll be working on We already have a fantastic front-line Customer Operations team (COps) and want to strengthen this even more by bringing in some experienced Complaint Handlers. You'll be the point of contact for customers who feel particularly disappointed in the service we've provided. Our mission is to make money work for everyone, and while having a great app is part of that, we also pride ourselves on providing world-class support. By solving our customers' problems, treating them fairly, and being totally transparent, we believe we can make banking better We know that things can go wrong sometimes, and you'll be tasked with turning the situation around while providing crucial feedback to Monzo on how we can make things better. Your day to day Providing the best customer experience when handling complex complaints in writing and over the phone. Supporting Root Cause Analysis and internal feedback loops with frontline support and specialist domains to mitigate future complaints. Helping to cultivate and maintain a unique and customer-centric culture. Investigating complex issues and engaging with the Financial Ombudsman Service. Delivering some general front-line Customer Service in addition to Complaints Handling. You should apply if You have robust and specific regulated complaint handling experience - ideally within the Financial Sector for a minimum of 2 years. You're adaptable to change, we're a very fast growing business. You're resilient and confident dealing with complaints over the phone. You've got a keen eye for detail and can reach fair outcomes for our complainants. You're comfortable using a laptop (we'll provide you with a MacBook). You're great at explaining things to people, and have flawless written English. You enjoy investigating complex issues and getting to the root cause of the issue while putting things right. You can make the complex simple, and explain it to others in an engaging and informative way. You can quickly pick up the important parts of regulation, and understand how they impact Monzo. 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've got reliable access to the internet from your home, and a private space to work. You'll need a minimum broadband speed of 10mbp/s download and 5-8mbp/s upload. The Interview Process Our interview process involves 3 main stages: Application stage Take home task Remote assessment day, lasting approximately 2-3 hours What's in it for you: £22,250 per year depending on experience (If you are based in Greater London we take this into consideration) + plus stock options & benefits This role is based remotely, but if you prefer an office environment, there is opportunities to work in our Cardiff office Learning budget of £1,000 a year for books, training courses and conferences Logistics You'll be working between 40 hours a week 8am-8pm over five days Monday - Friday. Shifts could look like 8am-5pm, 9am-6pm, 10am-7pm or 11am-8pm. You cannot choose your shift and so full flexibility is require The next start date is November 14th and training will be for up to 6 weeks. Please note that no holidays or appointments are permitted during the training period. To work remotely you'll also need: to work from home in the UK in a safe, private and distraction free environment a solid internet connection (download speed - 10mbps; upload speed - 5 mbps) Equipment: We'll provide you with a work laptop on your first day. There's no need to supply your own. You do need to own your own smartphone, this will be needed each time you log into our customer support system. Equal Opportunity Statement We are actively creating an equitable environment for every Monzonaut to thrive. Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and 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, 2021 Diversity and Inclusion Report and 2021 Gender Pay Gap Report. We're an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status. Job Types: Full-time, Permanent Salary: From £22,250.00 per year Benefits: Work from home Schedule: Day shift Monday to Friday Work Location: One location Expected start date: 14/11/2022

At Monzo, tackling financial crime is an essential part of what we do. We have specialised financial crime operational teams which we call 'Pillars' with each 'Pillar' focusing on a specific business area or set of risks and typologies. These include business banking, anti-money laundering / countering terrorist financing (AML/CTF), fraud, law enforcement engagement, and screening for politically exposed persons (PEPs) and sanctions, to name a few. Be one of the first applicants, read the complete overview of the role below, then send your application for consideration. Anti-Money Laundering Senior Investigators are key to our strategy within financial crime operations. Their main focus is to support our Team Managers and Investigators in achieving excellent quality and maintaining strong performance while completing some of our higher risk, high complexity financial crime tasks. Our Investigators are trained and focused on tasks related to their 'Pillar', allowing them to build subject matter expertise and help us protect Monzo, our customers, and our society. At Monzo, collaboration is key, so we also work together across Pillars when required. Responsibilities: Investigating complex or high-risk AML tasks. Writing and submitting high-quality suspicious activity reports (SARs) to the National Crime Agency (NCA). Performing quality control checks on some of our highest risk tasks. Approving tasks submitted by Investigators. Assisting Team Managers in answering technical escalations from their team. Coaching new team members or supporting technical development to improve quality or performance outcomes. Working closely with management and stakeholders to share emerging trends and embed guidance changes. Working Hours: 40 hours per week; 9AM - 6PM, Monday - Friday, with a weekend rotation. Salary: £25,000 - £33,000, depending on relevant experience or qualifications. You will also have access to a range of benefits including share options for further details please visit our website benefit page. Logistics: This is a remote (work from home) role, but you can be based in our Cardiff office if you would prefer to work in an office environment. Essential Requirements and Qualifications Experience in financial crime or fraud A strong understanding of financial crime trends and typologies, specifically anti-money laundering Able to demonstrate an understanding of the UK Suspicious Activity Reporting (SAR) regime Able to give feedback with kindness to colleagues Excellent investigatory and decision making skills Preferred Experience and Qualifications Significant experience conducting anti-money laundering investigations in a financial services operations setting Holds, or is working towards a qualification in Financial Crime, or similar industry qualification Able to identify areas for improvement and provide potential solutions Experience supporting your colleagues with coaching and reviewing their work The ability to proactively identify risks and propose solutions to mitigate them We appreciate you may not tick every one of the boxes above but we would still be keen to hear from you if you have relevant transferable skills and a passion for fighting financial crime. Closing date for applications is 29th September at 5pm and the first start date for this role is 14th November 2022. Please note that no holidays can be approved during the first 5 weeks of training. Please apply for this job with your Monzo email address so that Greenhouse automatically tags you as an internal applicant. We keep our updates to email instead of Slack (so we can easily send from Greenhouse and keep proper records), so make sure you check your Monzo mail Equal Opportunity Statement We are actively creating an equitable environment for all of our team hiring to thrive. Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and 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 , 2021 Diversity and Inclusion Report and 2021 Gender Pay Gap Report . We're an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status. Job Type: Full-time

At Monzo, tackling financial crime is an essential part of what we do. We have specialised financial crime operational teams which we call 'Pillars' with each 'Pillar' focusing on a specific business area or set of risks and typologies. These include business banking, anti-money laundering / countering terrorist financing (AML/CTF), fraud, law enforcement engagement, and screening for politically exposed persons (PEPs) and sanctions, to name a few. Be one of the first applicants, read the complete overview of the role below, then send your application for consideration. Anti-Money Laundering Senior Investigators are key to our strategy within financial crime operations. Their main focus is to support our Team Managers and Investigators in achieving excellent quality and maintaining strong performance while completing some of our higher risk, high complexity financial crime tasks. Our Investigators are trained and focused on tasks related to their 'Pillar', allowing them to build subject matter expertise and help us protect Monzo, our customers, and our society. At Monzo, collaboration is key, so we also work together across Pillars when required. Responsibilities: Investigating complex or high-risk AML tasks. Writing and submitting high-quality suspicious activity reports (SARs) to the National Crime Agency (NCA). Performing quality control checks on some of our highest risk tasks. Approving tasks submitted by Investigators. Assisting Team Managers in answering technical escalations from their team. Coaching new team members or supporting technical development to improve quality or performance outcomes. Working closely with management and stakeholders to share emerging trends and embed guidance changes. Working Hours: 40 hours per week; 9AM - 6PM, Monday - Friday, with a weekend rotation. Salary: £25,000 - £33,000, depending on relevant experience or qualifications. You will also have access to a range of benefits including share options for further details please visit our website benefit page. Logistics: This is a remote (work from home) role, but you can be based in our Cardiff office if you would prefer to work in an office environment. Essential Requirements and Qualifications Experience in financial crime or fraud A strong understanding of financial crime trends and typologies, specifically anti-money laundering Able to demonstrate an understanding of the UK Suspicious Activity Reporting (SAR) regime Able to give feedback with kindness to colleagues Excellent investigatory and decision making skills Preferred Experience and Qualifications Significant experience conducting anti-money laundering investigations in a financial services operations setting Holds, or is working towards a qualification in Financial Crime, or similar industry qualification Able to identify areas for improvement and provide potential solutions Experience supporting your colleagues with coaching and reviewing their work The ability to proactively identify risks and propose solutions to mitigate them We appreciate you may not tick every one of the boxes above but we would still be keen to hear from you if you have relevant transferable skills and a passion for fighting financial crime. Closing date for applications is 29th September at 5pm and the first start date for this role is 14th November 2022. Please note that no holidays can be approved during the first 5 weeks of training. Please apply for this job with your Monzo email address so that Greenhouse automatically tags you as an internal applicant. We keep our updates to email instead of Slack (so we can easily send from Greenhouse and keep proper records), so make sure you check your Monzo mail Equal Opportunity Statement We are actively creating an equitable environment for all of our team hiring to thrive. Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and 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 , 2021 Diversity and Inclusion Report and 2021 Gender Pay Gap Report . We're an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status. Job Type: Full-time