Life Events Advisor (Vulnerable Customers)

Overview

Life Events Advisor (Vulnerable Customers) – Monzo Bank

We’re looking for people with strong Vulnerable Customer experience to join our Vulnerability, Inclusion, Accessibility & Bereavement team. This is a remote, UK-based role within Monzo’s Life Events team, focused on supporting third parties and next of kin, handling bereavements of Monzo customers, and assisting those seeking formal or informal third party access.

Responsibilities

  • 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; take ownership by supporting customers with formal and informal third party access such as Power of Attorney.
  • Support customers who are currently in custody/incarcerated.
  • Escalate and collaborate with internal teams in customer operations to resolve cases.
  • Share opportunities, identify risks and provide feedback to improve customer support and processes.
  • Meet targets while receiving and providing continuous feedback.

What we’d love to hear

  • Previous experience supporting customers dealing with grief. Bereavements or major life events experience is essential.
  • A track record of working with vulnerable customers or understanding of bereavement support within financial services.
  • Experience managing probate-related disclosures and enquiries.
  • Excellent communication skills, especially on the telephone; the ability to take and make calls is essential.

What’s in it for you

  • Salary: £28,050 - £34,000
  • Remote role in the UK
  • £1,000 learning budget each year for books, training courses and conferences.
  • MacBook provided; additional support for home working setup for fully remote staff.
  • Time off on your birthday if you are scheduled to work and outside of training period.
  • Other benefits available – read the full list of benefits.

Application process

The application journey has 3 key steps:

  • Application question review
  • A 30 minute call with our recruiter
  • A role-specific interview with two Team Managers (1 hour)

Our average process takes around 2 weeks, but we will work around your availability.

Logistics

This role is fully remote in the UK (you must be permanently based in the UK).

Start date: Monday 10th November 2025.

Training will be Monday to Friday 09:00-17:30 for 10 weeks and will be carried out remotely (holidays/appointments not allowed during the first 5 weeks).

Shifts: Monday to Friday between 8am - 8pm, including bank holidays (37.5 hours).

Equal opportunities

Diversity and inclusion are a priority. Monzo is an equal opportunity employer. All applicants will be considered for employment without regard to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity or disability status. If you have a preferred name, please use it to apply. We don’t need full or birth names at application stage.

Seniority level: Entry level

Employment type: Full-time

Job function: Other

Industries: Banking

Location: United Kingdom – Remote

#J-18808-Ljbffr Salary: GBP 24000 - 28000 per year
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