Business Banking Success Specialist

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

UK Remote | 💰£28,100- £35,525 + Incentive Awards tied to your performance + Benefits ✨

⭐Our Business Banking Team

We are seeking highly motivated and customer- centric individuals to join our dynamic Business Banking team.

Our Business Success Specialists will be responsible for the overall experience of our most complex businesses and represent Monzo by working with teams across the bank to create smooth experiences that build trust and confidence in our Business Banking product and support.

Our Business Success Specialists are amongst the most knowledgeable COps in their domain space and hold subject matter expert prowess.

🔑You’ll play a key role by…

Being the voice of Monzo Business for our most complex businesses to building trust and confidence in our product and service.

Managing customer queries from our most complex businesses and owning the case management of those queries from start to resolution, keeping customers informed and setting the right expectations.

Providing exceptional inbound support, while also identifying opportunities for customers to get more value from our products and services.

Supporting businesses through their onboarding and key business growth milestones, staying aligned every step of the way as their business evolves.

Actively engaging in value-led conversations to uncover unmet needs or pain points, guiding businesses to relevant Monzo features or services that support their growth and operational efficiency.

Spotting trends and emerging needs across business accounts, proactively surfacing opportunities to improve the customer journey or introduce helpful features that align with their evolving goals.

Being a subject matter expert in managing complex and tricky customer problems to deliver an effortless customer service and an escalation point for related queries and tasks associated with our most complex businesses.

Having full accountability to work across teams in Operations and Product to solve problems for our most complex businesses, proactively identifying and mitigating risks that could impact their experience or retention.

Having a pulse on any potential poor outcomes for our most complex businesses and proactively taking ownership to resolve them whilst advocating for them across Operations to get the right outcomes, escalating and resolving any issues.

Identifying where our processes are not fit for purpose and we must act differently to get the right outcomes whilst managing our risk as a bank.

Taking ownership for the development, maintenance and improvement of knowledge management resources and sharing learnings across the team where they may not support our most complex businesses.

In this role, you’ll be supporting customers across phone calls, in-app chat and email. You’ll need to know when to be empathetic, when to build rapport, and most importantly, when to do what’s right for the customer.

🤩 We’d love to hear from you if you are…

A brilliant communicator. That means you can explain things clearly and simply, whether you're chatting on the phone or typing a message. Most importantly, you genuinely listen to what our customers need and get wher