Monzo
Insurance Operations Specialist
Job Summary
The role involves supporting the day-to-day operations of Monzo's insurance products, ensuring a smooth customer experience and compliance with internal processes. The candidate should have experience in customer-facing insurance roles and be skilled in process design and escalation management. Collaboration across teams and attention to detail are key aspects, with opportunities to shape product improvements based on customer feedback. The position offers flexible working, benefits like share options, and a focus on building a positive, inclusive work environment.
Required Skills
Benefits
Job Description
🚀 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 ❤️
Hear from our UK team about what it's like working at Monzo ✨
London, Cardiff or UK Remote | 💰£40,400 - £50,000 + Benefits | Hear from the team ✨
⭐️ The Insurance Team
We’re building insurance that actually works for people – no jargon, no faff, no feeling like you’re being caught out. Our mission is to offer simple, reliable and delightful insurance products that meet real-life needs, backed by great underwriting and claims partners to power seamless internal operations and exceptional customer experiences. We recently launched our first product line, Home insurance, with plans to expand across multiple insurance categories over the coming years. We're a small, focused team with ambitious growth targets and a chance to build something special from the ground up.
The Role
We’re looking for an Insurance Operations Specialist to help ensure the smooth day-to-day running of our insurance products. You’ll be close to the customer experience, managing escalations, tracking key trends and shaping the processes and guidance we’ll need as we scale. Reporting into our Insurance Operations Lead, you’ll work closely with our Customer Operations team, as well as our insurance partners, the underwriters and claims handlers.
🔑 You’ll play a key role in the following areas…
- Championing best practices when it comes to all internal insurance processes, including updating internal guidance and saved responses
- Working closely with our Customer Operations team to ensure we communicate efficiently, compliantly, and empathetically with our customers
- Ensuring accurate, efficient, compliant, and delightful delivery of key operational elements of the customer journey
- Escalating sensitive and high priority cases to the claims handlers
- Sharing customer feedback, pain points and ideas with the Product Team, and help them shape future changes to our product
🤩 We’d love to hear from you if…
- You are passionate about delivering a great customer experience
- You are comfortable designing operational processes from scratch
- You pride yourself on strong attention to detail
- You have proven experience in customer-facing roles within a consumer insurance operation
- You work collaboratively with people at all levels and across functions and cultures
The interview process:
Our interview process involves 3 main stages:
- 30 minute Recruiter Call
- Initial Call with our a member of the team
- 2-3 interviews
Our average process takes around 2-3 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions ahead of this please contact us on [email protected]
What’s in it for you:
💰 £40,400 - £50,000 dependant on experience ➕ share options
📍London, Cardiff or remote within the UK available, with occasional travel to the London office
⏰ We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team
📚 Learning budget of £1,000 a year for books, training courses and conferences
➕ And much more, see our full list of benefits here
#LI-TK1
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 😊
Monzo
Organise, save & invest with a free UK current account, joint account or business account. Make your money more Monzo.
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