Monzo is looking for a Business Banking Customer Operations Advisor to support our business customers, including sole traders, freelancers, and limited companies. In this role, you’ll provide expert support through phone, chat, and email, resolving issues and helping to make money work for everyone.

What You'll Do

Support Business Banking customers through phone calls, in-app chat, and email.
Spot patterns and identify potentially vulnerable customers as well as financial crime, referring customers to specialised areas where needed.
Fix customer problems and prevent them from happening again.
Support colleagues when ready to do so.
Think beyond standard processes when needed, using sound judgement to do what’s right for the customer while balancing risk and policy.
Review processes, spot inefficiencies, and suggest improvements for customers and colleagues.
Work towards a small number of performance measures.
Collaborate with teammates, sharing knowledge and supporting others to deliver brilliant customer experiences.
Work in a fast-paced environment, switching between calls, chats, and emails throughout the day in line with business needs.

What We're Looking For

Enjoy supporting Business Banking customers through phone, chat, and email.
Be a great listener who responds with empathy, patience, and understanding.
Take ownership of issues from start to finish.
Able to spot patterns, identify potential vulnerability or financial crime, and know when to escalate to specialist teams.
Confident thinking beyond standard processes when needed, using sound judgement.
Curious and proactive, with an interest in reviewing processes and suggesting improvements.
Comfortable working towards performance measures and motivated by team success.
Enjoy collaborating with teammates, sharing knowledge and supporting others.
Passionate about building strong rapport and delivering a standout customer experience.
Confident communicating with customers both verbally and in writing, and can simplify information.
Comfortable working in a fast-paced environment switching between communication channels.
Confident using technology and picking up new systems.
High standard of written and spoken English.
UK resident aged 18 or over, living in the UK with the right to work (sponsorship not available).

Team & Environment

You’ll be part of the Business Banking Customer Operations (COps) team at Monzo.

Benefits & Compensation

Compensation: £24,750 - £29,625 (£27,250 minimum starting salary if based in Greater London) + equity: share options.
£1,000 learning budget each year to use on books, training courses and conferences.
Flexible working hours.
Work from home setup provided; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.

Work Mode

This role operates from a local-country position and is fully remote within the UK.

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.