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Full-Time

Complaints Expert

Financial Ombudsman Service, Fos

Posted on 7/10/2024

Monzo

Monzo

1,001-5,000 employees

Mobile banking app with comprehensive financial tools

Fintech

Compensation Overview

$28k - $32kAnnually

Expert

Remote in UK

Category
Risk & Compliance
Legal & Compliance
Requirements
  • Experienced Financial Ombudsman Services (FOS) complaint handlers from a regulated industry, preferably Banking
  • Understand the FCA-regulated complaints handling process and have written final responses
  • Start on 2nd September
  • Deep understanding of Treating Customers Fairly
  • Adaptable to change
  • Comfortable working to targets and deadlines
  • Keen eye for detail
  • Great at explaining things to people
  • Enjoy investigating issues and getting to the root cause
  • Make the complex simple and explain it in an engaging way
  • Quickly pick up important parts of regulation
  • Deeply empathetic
  • Put yourself in the shoes of the customer
  • Take end-to-end ownership of a customer's issue
Responsibilities
  • Learning about the Financial Ombudsman Service (FOS) and the FOS complaints process at Monzo
  • Monitoring the FOS Complaints inbox and communicating with FOS investigators
  • Handling FOS complaints by sending case files, additional information, mediations, and appeals
  • Being the point of contact between the Complaints Team and FOS investigators and responding to escalations

Monzo Bank specializes in providing a comprehensive mobile banking experience, integrating features like real-time notifications, automatic savings, and multi-account finance management. This focus on creating a seamless, secure user interface, combined with a 24/7 customer support, reflects an environment that prioritizes both innovation and customer satisfaction. Working here offers the opportunity to be at the forefront of digital banking technology, enhancing how consumers manage their finances efficiently and securely.

Company Stage

Series I

Total Funding

$1.5B

Headquarters

, United Kingdom

Founded

2015

Growth & Insights
Headcount

6 month growth

12%

1 year growth

33%

2 year growth

72%

Benefits

Competitive salary

Flexible working hours

Work from home

Stock options

32 days of paid vacation and public holidays per year

Health insurance

EAP

Learning budget

Home office stipend

Paid parental leave