[Hiring] Business Banking Success Specialist @Monzo

Role Description

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

• Being the voice of Monzo Business for our most complex businesses to build 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 effortless customer service and serve as 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.
• Taking ownership for the development, maintenance, and improvement of knowledge management resources and sharing learnings across the team.

Qualifications

• A brilliant communicator who can explain things clearly and simply.
• A customer champion who loves diving into problems and figuring out the best way to make things right.
• Skilled in identifying where existing processes and saved responses will not meet the right customer outcome.
• Exceptional commercial acumen and strategic foresight, capable of anticipating complex business needs.
• Confident in sharing feedback internally about customer experiences, processes, and product limitations.
• Self-motivated and capable of holding yourself accountable to a high standard of performance.
• Able to work independently and take personal responsibility for prioritizing your work.
• Able to communicate clearly with stakeholders and manage expectations.
• Able to share knowledge to enhance the skills of the teams around you.
• Flexible and understanding that the role may change based on customer and business needs.

Requirements

• Experience in customer service or a related field.
• Ability to handle complex customer queries and provide exceptional support.
• Strong problem-solving skills and ability to adapt processes as needed.
• Experience in a business banking environment is a plus.

Benefits

• Salary: £28,100 - £35,525 + Incentive Awards tied to your performance.
• Guaranteed time off on your birthday if it falls on a scheduled workday.
• Flexible working hours and remote work options within the UK.
• £1,000 learning budget each year for books, training courses, and conferences.
• Support for your work-from-home setup, including Macbooks for all employees.
• Additional benefits available.