Complaints Expert, Financial Ombudsman Service (FOS)

📍Remote, UK | 💰 Salary £28,000 - £32,000 (depending on the observed and evidenced performance displayed in the interview) + Benefits

Please note - We are looking for experienced Financial Ombudsman Services (FOS) Complaint handlers from a regulated industry, preferably Banking. We ask that you only apply if you have this experience.

Please reference any literature that you may refer to, as applications that are highly plagiarised and not your own work. e.g. ChatGPT, AI, will be declined.

About us:

At Monzo, we take great pride in our excellent working relationship with the FOS and we need your help in maintaining this high standard. 

This is an exciting opportunity for experienced handlers, if you enjoy getting to the bottom of difficult issues, are comfortable having challenging conversations and have Monzo’s and our customers’ interests at heart.

Our mission is to make money work for everyone, and while having a great app is part of that, we also pride ourselves on providing world-class support. By solving our customers’ problems, treating them fairly and being totally transparent, we believe we can make banking better 💪

We know that things can go wrong sometimes, and you’ll be tasked with turning the situation around while providing crucial feedback to Monzo on how we can make things better.

About our Complaints team

Our Complaints function sits alongside our Customer Operations team to make sure we offer all our customers the best possible service, even when things go wrong. We embed empathy into our complaints process to turn distress into delight, and we’re looking for people to join our team who can help us drive this mission forward.

Have you written FOS case files? Do you enjoy investigating complex cases? Do you consider yourself an experienced complaint handler? This role is open to candidates who are experienced Financial Ombudsman (FOS) complaint handlers. 

What you'll be working on 💛

• Learning all about the Financial Ombudsman Service (FOS) and the FOS complaints process at Monzo 
• Monitoring the FOS Complaints inbox and communicating with FOS investigators on a regular basis 
• 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 

You should apply if:

• You’re an experienced financially regulated FOS complaint handler
• You understand the FCA-regulated complaints handling process and have written final responses.
• You are able to start on 2nd September 
• You have a deep understanding of what Treating Customers Fairly means 
• You’re adaptable to change, we’re a very fast growing business
• You’re comfortable working to targets and deadlines
• You’ve got a keen eye for detail and can reach fair outcomes for our customers
• You’re great at explaining things to people.
• You enjoy investigating issues and getting to the root cause of them while putting things right
• You can make the complex simple, and explain it to others in an engaging and informative way
• You can quickly pick up the important parts of regulation, and understand how they impact Monzo
• You’re deeply empathetic, always put yourself in the shoes of the customer and take end-to-end ownership of a customer's issue

The Interview Process 👩‍💼

Our interview process involves 3 main stages: 

• Apply with your CV and answer the application questions
• Take home task based on a FOS case file
• Remote interview 💻 

Please note that we reserve the right to close the role when we feel we have received enough applications. 

Top tip when applying ⭐️ 

Please take your time with the application questions as the answers to these will help us decide if we’d like to interview you. Try to think about the tone of voice we use at Monzo when writing your responses.

If you do have any specific questions ahead of this please contact [email removed - click apply for more details]

What’s in it for you:

💰£28,000 - £32,000 per year depending on experience 

📍This role is based remotely 

📚Learning budget of £1,000 a year for books, training courses and conferences

➕And much more, see our full list of benefits here

Logistics 🧰

Start date is 2nd September 2024 - Training will be for 10 weeks - Monday to Friday 9am - 5.30pm. Please note that no holidays or appointments are permitted during the training period.

Shifts -  9am- 5.30pm Monday - Friday (37.5 hours a week)

🏡 To work remotely you'll also need:

• to work from home in the UK in a safe, private and distraction free environment
• a solid internet connection (download speed - 10mbps; upload speed - 5 mbps)

💻 Equipment:

• We'll provide you with a work laptop on your first day. There's no need to supply your own.
• You do need to own your own smartphone, this will be needed each time you log into our customer support system.

#LI-REMOTE #LI-SS