Join us in our mission to make financial empowerment accessible to all.

We’re transforming traditional banking by saying farewell to its complexities and inviting simplicity and clarity into your financial experience.

Equipped with our vibrant coral cards and innovative get-paid-early feature, coupled with engaging financial education across social media and our award-winning customer service, we have a rich history of creating unforgettable experiences for our customers!

Our focus goes beyond merely selling products; we are here to tackle challenges and positively impact lives through Monzo.

UK Remote | £28,050 – £33,300 + Benefits. This role may be offered as a fixed-term contract (end date to be confirmed) or as a permanent position.

Be part of our Payments team

We are seeking passionate Expert Customer Operations Advisers (COps) to join our Payments department. We are looking for knowledgeable individuals who are eager to become subject matter experts in Payments. Our team of experts will handle some of the most intricate issues in Payments, including but not limited to:

• Addressing escalated payment inquiries through chat, workflows, emails, and calls, including completing customer callbacks.
• Providing real-time support to Monzonauts during live hangouts.
• Managing the Credit Payment Recovery (CPR) process.
• Facilitating interbank communications for both domestic and international transactions.
• Overseeing CASS processes.
• Uploading and processing paper direct debit instructions.
• Executing Bacs recalls.
• Proactively troubleshooting and resolving complex, technical customer inquiries, referencing a range of scheme documentation beyond Guru.
• Adapting to evolving tasks and demonstrating resilience amidst changes in the dynamic Payments sector at Monzo.
• Enjoying the challenge of investigating and resolving intricate cases.
• Striving for optimal outcomes for customers.
• Demonstrating a keen interest in improving processes and guidance.
• Being comfortable with making and receiving calls.
• Exhibiting a passion for coaching and mentoring less experienced COps.
• Using analytical thinking to support confident decision-making.
• Engaging effectively with peers and stakeholders across Monzo.
• Upholding Monzo’s core values in all interactions.
• Managing conflicting priorities and adapting to diverse workflows across multiple platforms according to business needs.
• Providing flexible support for colleagues in work management.

Embark on our streamlined application process

1) Apply

2) Connect with a member of the hiring team

3) Participate in interviews

The entire process typically spans 2-3 weeks. We value your time and promise to offer flexibility to accommodate your schedule!

We also provide guidance on how to leverage Artificial Intelligence (AI) for your application and interviews with us. You can explore those guidelines here.

What awaits you

We promote flexible working hours, trusting you to fulfill your responsibilities at times that align with your needs and your team’s. Enjoy a £1,000 annual learning budget for books, training, and conferences to foster your growth.

We are committed to setting you up for success while working from home. Every employee receives a MacBook, and we offer additional support for those working remotely.

Diversity and inclusion are at the heart of our values. We prioritize empowering all employees and fostering an environment where everyone can thrive at Monzo. This commitment is essential to our objective of making money work for everyone. To learn more, please check out our blog and our 2023 Diversity and Inclusion Report as well as the 2024 Gender Pay Gap Report.

As an equal opportunity employer, we welcome applicants from all walks of life. We evaluate candidates without regard to age, ethnicity, religion, sex, sexual orientation, gender identity, familial status, national origin, military experience, neurodiversity, or disability status.

Commitment to Equal Opportunities

We are dedicated to creating a diverse and inclusive workplace that enables everyone to perform their best work. Our commitment to this mission is reflected in our hiring practices and workplace culture. We encourage you to review our blog, the 2024 Diversity and Inclusion Report, and the 2024 Gender Pay Gap Report for more insights.

If you have a preferred name, feel free to use it when applying. We do not require full or birth names at this stage.

Ready to take the next step? Apply for this opportunity below.

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A US Person is defined as someone who:

• Was born in the United States (US)
• Has at least one parent who was born in the US
• Is a naturalized citizen of the US
• Is a green card holder
• Is a US tax resident

Protecting your data is paramount to us. Please confirm your UK Right to Work status. We must verify your Right to Work in the UK before you can begin working with us. This information will help us determine what type of right to work check is required. Providing this information will not affect your application outcome, unless visa sponsorship is required for a role where we cannot sponsor.

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What transferable skills do you possess that make you an excellent fit for this position?

If you had a magic wand, what would you change or implement to ensure the ultimate customer journey?

Have a read of our AI usage guidelines at Monzo:

Can you describe a situation where you received constructive feedback? How has it helped you enhance your performance?

Provide an example of a challenging concept you initially struggled with in your role. How did you tackle learning it?

Identity Survey

At Monzo, our ambition is to make money work for everyone, which starts with creating an equitable and innovative workplace. We aim to support all individuals from varied backgrounds to thrive.

Your participation in this demographic survey allows us to better understand our applicant pool, helping us identify how different groups navigate our hiring process. This data is critical for making improvements to promote inclusivity. Completing this survey is entirely voluntary, and we’ve included “prefer not to say” options for every question. Rest assured that your responses will remain anonymous and will not influence the outcome of your application. We will only utilize aggregated data for equal opportunity monitoring.

By answering this survey, you consent to us using your responses for the aforementioned purposes. If you need to make adjustments to the hiring process due to disability or neurodiversity, please reach out to us directly.

How do you identify your gender?

Do you identify as transgender?

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Do you identify as having a disability?

Do you consider yourself to be neurodivergent?

How would you describe your ethnicity?

By checking this box, you consent to Monzo’s collection, storage, and processing of your responses to the demographic data surveys above.