London Area, United Kingdom
- Completing KYC, PEP and Sanction checks - Fraud prevention and risk management via account investigations - Identifying and escalating high-risk accounts - Dealing with Currensea, Build My Credit Score and Hilton Card queries through email - Solving escalations from the front-line customer support team for more complex accounting issues - Adhering to UK FCA banking policies and various regulations
* Creating simple and clear communication with customers (and non-members) via in-app Monzo chat * Budgeting assessment on customers to compile relevant lending service and aid customer’s financial health * Identifying and supporting customers with debt, overdrafts, loans and other financial difficulties * Deep understanding of Monzo’s lending products, credit file details and transactions * Adhering to UK banking policies and various regulations * Escalating cases with various internal departments to find practical solutions
* Day-to-day clear communication with members via email, call and online chat * Solving complex bill failures and errors in consumer's energy accounts * Attaining daily targets with the team, moreover weekly company presentations on key progression * Networking with additional energy companies to resolve errors i.e. account details and meter readings * Dealing with emergency cases and advising best strategy with the emergency metering team * Working with the Distribution Network Operators (DNO) to book in meter jobs, spot fraudulent activity, guide financially vulnerable members through third-party companies
* Developing and explicitly communicating the product goal * Prioritizing the team backlog to streamline the execution of program priorities using JIRA software * Ensuring that the product backlog is transparent, visible and understood
* Planning and monitoring colleagues work * Reporting on daily meetings * Researching, defining business requirements and presenting them back to stakeholders in-addition to the director of the company * Identifying - then prioritizing technical and functional requirements using JIRA software
* Working on advanced robotic hardware and software * Utilising training to being the first response to engineering fault conditions * Working safely and in line with health and safety protocols * Having a good eye for detail for further diagnosis of an issue - good problem-solving abilities