Monzo Bank

Events

• Communicate directly with next of kin and third parties following the disclosure of a bereavement or terminal illness via email, chat and calls.
• Manage bereavements and third party access cases; taking ownership by supporting customers with formal and informal third party access such as Power of Attorney.
• Support customers who are currently in custody/incarcerated.
• Deal with internal escalations and work closely with other domains in customer operations.
• Communicate with the leadership team to share opportunities, identify risks and concerns and provide feedback to proactively improve customer support.
• Meet targets while receiving and providing continuous feedback.

Life Events Advisor – Vulnerable Customers

Attorney

• Act as Group Legal lead for commercial contracts globally, providing legal advice and commercial insights to Monzo entities.
• Operate as strategic partner to Supplier Operations and cross-functional contracting teams, including Risk & Control.
• Lead and manage a panel of IT and outsourcing commercial contract experts (currently 9 contractors) supporting all Monzo entities globally.
• Manage demand into and delivery by the panel, including drafting, review and negotiation of complex, high-value IT, outsourcing, SaaS and technology agreements.
• Manage panel recruitment, onboarding, work allocation, escalations and billing.
• Develop and maintain standard contract templates, playbooks and best practices to ensure consistency and speed.
• Own and develop Contract Lifecycle Management strategy, including embedding use of AI and LLM systems and championing legal technology solutions.
• Identify and assess legal and commercial risks in contracts and provide pragmatic advice to mitigate those risks.
• Map key contractual obligations into business processes and controls and drive efficiency and innovation in contracting processes.
• Deliver insights and metrics on contract flow, costs and progress in embedding automation.
• Support in-country General Counsels and Head of Technology, Data and Operations Legal on intra-group services, outsourcing and regulatory issues.
• Work with General Counsel Group Centre to identify/manage legal and regulatory risks relating to commercial contracts, partnerships and outsourcings.
• Proactively manage relationships with external suppliers and law firms to optimise spend and value while ensuring quality legal support.
• Lead broader Legal & Board Governance Collective initiatives to grow and develop teams and services.

Head of Group – Commercial Legal

Customer Support

• Be our customers’ first point of contact and ensure issues are resolved with little to no fuss
• Own contacts end-to-end until fully resolved, building rapport and demonstrating empathy
• Handle a wide range of customer issues (lost cards, app access, gambling support) and escalate when specialist help is needed
• Ensure customers are routed quickly to the right team and assist other areas during peak times
• Complete 8 weeks mandatory training and receive continuous coaching and support from Team Manager and peers

Customer Service Advisor, Personal Banking

iOS Engineer

• Product-focused iOS engineer to evolve Monzo’s native mobile banking app
• Build polished user experiences balancing well-tested resilient code with fast iteration
• Work on a product used by over 12 million customers shaping how people interact with finances
• Join a small autonomous product squad with Android, backend, design, research, QA and data science
• Responsible for company-level goals rather than single features
• iOS app built in Swift, SwiftUI, The Composable Architecture, MVVM and Coordinators
• Networking stack uses Alamofire and services mirroring backend microservice architecture
• Monitoring with Sentry; testing includes unit tests, stubbed API tests, snapshot tests and XCUITest
• Report to an engineering manager with regular 1:1s and opportunities for growth

Manager

• Be the voice of Monzo Business for our most complex businesses, building trust and confidence in our product and service
• Manage customer queries from our most complex businesses and own case management from start to resolution, keeping customers informed and setting expectations
• Provide exceptional inbound support and identify opportunities for customers to get more value from our products and services
• Support businesses through onboarding and key growth milestones, staying aligned as their business evolves
• Engage in value-led conversations to uncover unmet needs and guide businesses to relevant Monzo features or services
• Spot trends and emerging needs across business accounts and surface opportunities to improve customer journeys
• Act as subject matter experts and escalation point for complex customer problems to deliver effortless service
• Work across Operations and Product teams to solve problems for our most complex businesses
• Proactively take ownership to resolve potential poor outcomes for complex businesses
• Advocate for complex business customers across domains to escalate and resolve issues
• Identify where processes aren’t fit for purpose and act differently while managing risk
• Own development, maintenance and improvement of knowledge management and share learnings across the team
• Give frequent and open feedback to others

Life Events Advisor – Vulnerable Customers

Head of Group – Commercial Legal

Customer Service Advisor, Personal Banking

iOS Engineer

Business Success Manager