Financial Health Analyst

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

📍Dublin, Ireland | 💰 €38,000 - €50,000, share options ➕ benefits | Hear from the team ✨

⭐Our Operations team

By solving customers’ problems, treating them fairly and being totally transparent, we believe we can make banking better for everyone 💪

The EU Operations team is at the heart of everything we do for our customers at Monzo. We know that things don’t always go as planned for our customers and in our Financial Health Operations, we want to make things as simple and easy as possible to support customers who may be in financial difficulty

As a Financial Health Analyst, reporting into our EU FinHealth Manager, you will be working as part of the wider EU Operations Team and collaborating with our Customer Operations team as well as our broader FinHealth teams at Monzo.

🔑You’ll play a key role by...

• Supporting our operations team with customer escalations

• Keeping financial health processes and guidance up to date and making necessary changes where relevant, ensuring all key stakeholders and FinHealth operations teams are up to date.

• Supporting projects and products that will impact our FinHealth operations teams, ensuring our customer journeys work well.

• Analysing and identifying trends in processes and customer outcomes.

• Using data insights to develop areas of improvement that will support improved customer outcomes and improved tooling and processes for our FinHealth operations teams

• Supporting the day to day deliverables and performance within our FinHealth operations, which includes meeting service levels, management of risks, development & delivery of front line communication, performance updates, supporting the development and competency of our front line.

• Perform regular cycle reviews of FinHealth knowledge and communications content, including analysing usage and archiving old content.

• Taking ownership of actions that are raised by our risk and controls team, ensuring a strict adherence to timelines and engaging major stakeholders at key checkpoints in the change journey.

• Working with our change management team to support the efficient roll-out of any changes impacting our FinHealth operations team

🤩 We’d love to hear from you if…

• You care about giving customers in financial difficulties a fair outcome

• You have experience working in operations, supporting customers in financial difficulties

• You have experience creating procedure documentation and guidance

• You have implemented process changes within an operational setting

• You work collaboratively with other teams to reach a common goal

• You have experience of reviewing data - identifying trends and making recommendations

• You are an excellent, respectful communicator, and can adapt your approach to suit the needs of different audiences and are able to challenge the status quo where necessary

• You are capable of juggling multiple priorities.

• You preferably have experience in and an excellent understanding of Irish and EU regulations, specifically CPC 2025 and the Personal Insolvency Act

🙌What’s in it for you

💰€38,000 - €50,000 ➕ share options.

📍This role will have a hybrid working model, based in our Dublin office 2 - 3 days a week

⏰We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team

🏝 Annual Leave - 34 days including public holidays (24 holiday days + 10 public holidays)

📚€1,200 learning budget each year to use on books, training courses and conferences

🏥Private healthcare scheme

💰Pension scheme: the minimum contribution is 4% and Monzo matches any additional contributions that you make up to a maximum of 6%

💛Wellbeing benefits: financial education, women’s and men’s health support, mental health benefits, including coaching and counselling

🌈 The application journey has 3 key steps

• An introductory screening call with a member of the hiring team.

• An initial call with the hiring manager.

• A series of role specific and behavioural interviews.

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.

If you're successful in applying for this role, we'll work with you to find a start date. In some cases, there might be a delay in when you can be released from your current role so that we can make sure things continue to run smoothly. We’ll be sure to communicate this with you and keep you updated.

#LI-ÉS1

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, 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 😊