Monzo Internship – Customer Manager

Website Monzo Bank

Job Description:

We’re looking for a Vulnerable Customer Manager to focus on the operational delivery of Monzo’s Vulnerable Customer policy. The Vulnerable Customer Manager will support the Discipline Lead to plan strategy for operations, and develop and maintain vulnerable customer processes and knowledge. They provide direction and support to the future analysts of the team to ensure we embed the aims of the vulnerability discipline at Monzo.


Job Responsibilities:

  • To lead the operational delivery of the vulnerable customer policy at Monzo, including our approach to bereavements
  • To support the development and embedding of the vulnerability discipline strategy at Monzo
  • To collaborate with third parties to share best practice and encourage joint working, supporting the Discipline Lead on external advocacy
  • To maintain our reputation as industry leading in our support for vulnerable customers, and ensuring we meet our regulatory requirements
  • To line manage the Vulnerability Analyst and Badge Owner

Job Requirements:

  • Developing bereavements strategy, process, training and oversight
  • Supporting the Discipline Lead to plan operational strategy
  • Curation of knowledge and process management & training
  • Feeding back on operational processes that require vulnerability input
  • Providing operational support on complex customer cases
  • You’re able to demonstrate a strong performance in Vulnerable Customers work – preferably within an operations environment
  • You are able to review processes, identify opportunities to support vulnerable customers, and implement controls
  • You can deliver training and guidance with confidence and credibility
  • Delivering a long term data strategy for vulnerable customers to fulfil our audit action to improve MI & reporting
  • Leading on implementing robust QA procedures and risk controls
  • Taking responsibility for your own development, and supporting and coaching peers in cross-domain work

Job Details:

Company: Monzo Bank

Vacancy Type:  Full Time

Job Location: Swansea, Wales, UK

Application Deadline: N/A

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