✨ About The Role
- Responsible for learning about the Financial Ombudsman Service (FOS) and the FOS complaints process at Monzo
- Monitoring the FOS Complaints inbox and communicating with FOS investigators regularly
- Handling FOS complaints by sending case files, additional information, mediations, and appeals
- Acting as the point of contact between the Complaints Team and FOS investigators and responding to escalations
- Providing crucial feedback to Monzo on how to improve processes and customer experience
âš¡ Requirements
- Experienced Financial Ombudsman Services (FOS) complaint handler from a regulated industry, preferably banking
- Deep understanding of FCA-regulated complaints handling process and ability to write final responses
- Comfortable working remotely and able to start on 2nd September
- Adaptable to a fast-growing business environment and comfortable working to targets and deadlines
- Empathetic, detail-oriented, and able to reach fair outcomes for customers