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Title: Customer Ops: Financial Crime
Date Posted: 2017-10-29
Location: Not mentioned
We're looking for someone who loves solving problems, is comfortable analysing large quantities of information and wants to help us fight financial crime (Fincrime) (https://monzo.com/blog/2017/01/31/fincrime-and-security-week-introduction/).

You'll join our customer operations (COps = https://monzo.com/blog/2017/05/15/intro-to-cops/) team: you'll be working directly with our customers, focussing on helping and supporting those who have concerns about financial crime, or have questions about transactions they don't recognise, and you'll be on the front line of detecting unusual behaviour among our customers that could be indicative of potential criminal activity.

The COps team is at the heart of Monzo. We're building the best possible banking experience for and with our community (https://monzo.com/community/) of customers. We aim to delight people by making their financial lives simpler, which means having a great app, providing world-class (https://twitter.com/monzolovetweets) support, and protecting them from the negative effects of financial crime.

Every day you will be:

- Talking to our customers, helping them resolve queries that relate to financial crime
- Completing early stage investigations into potentially anomalous activity among our users
- Taking action to protect our customers (for example, advising customers to freeze their cards if needed) and to protect Monzo (looking at accounts where we suspect the users to be committing crime)
- Refining our investigation procedures through your experiences of live investigations
- Working with the Fincrime team (https://monzo.com/blog/2017/02/01/natasha-profile/) to instil a financial crime aware culture across the entire company

To help us protect ourselves and our customers from financial crime, and make sure our customers have a truly delightful experience, you'll need to be proactive, curious and analytic. Given how customer-facing the role is, you'll also be empathetic, a great communicator, and have no difficulty explaining things clearly and concisely by email, reports, in-app chat or in meetings.

As an early member of one of our COps specialist teams, you'll have plenty of opportunities to progress and define your own role and specialism as the team grows. Progression opportunities for this role include carrying out more complex investigations, preparing and submitting some of the official reports we need to make to the different authorities involved in helping the fight against financial crime (such as the banking regulators and the police), and eventually managing a team of COps specialists.

You should apply if:

- You are passionate about providing great customer service and interested in learning more about financial crime.
- You love analysing and investigating complex problems, and reaching well formulated conclusions and plans of action.
- You are interested in technology and how it can help reduce financial crime and improve our customers' lives.
- You're empathetic, positive, organised and considerate.
- Native-level fluency in another language is a nice-to-have, but not essential.

This role would be an ideal first step into start-ups for a recent graduate or someone with 0-2 years' work experience (no degree required!)


Salary will be around £25k plus stock options.

Most of the team work on-site in our office in London, UK, and you'd need to join us here for your first 6-8 weeks of training. After that period, we're open to remote working. Generally we expect you will work around 40 hours a week; we are flexible with shift patterns if you'd prefer to work evenings or weekends or business hours only.

Apply via this link only:

keyword: customer operations


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Company: Monzo
Contact person: Not mentioned
Contact information: hello@monzo.com (DO NOT APPLY VIA THIS EMAIL ADDRESS)