At Monese, we are breaking down boundaries every day to help you build a better future.

As the digital alternative to banks, we are empowering people all over the world through our award-winning financial products – We have helped millions of customers revolutionise the way they live their lives in a global world.

We are backed by the best of the best, with over $200+m funding to date from market experts such as HSBC, Kinnevik, Investec and PayPal.

We want people with passion and dedication to help us go the distance and support our ambition to change lives.

What you’ll be doing:

• Deal with incoming complaint emails and outbound contact with customers who wish to make a complaint.

• Ensure the accuracy of the information recorded in the database across multiple systems.

• Establish and compile complaints root cause data to provide management with analysis and regular feedback.

• Escalate root cause-related issues to prompt the review of procedures and training requirements, to prevent the recurrence of said issues.

• Support the training manager in developing new and refresher training material when human mistakes are identified.

• Work closely with the team lead or manager to identify knowledge gaps, create action plans to bridge them, and achieve all goals.

• Deal with FOS case files.

What we are looking for:

• 1 year of experience in handling complaints

• Excellent investigative skills

• Strong analytical skills

• The ability to simplify complex things to customers, and have flawless written and spoken English

• Willingness to learn new skills and accept feedback

• Ability to make your own conclusions and decisions

• Ability to work under pressure, with tight deadlines, and owning multiple cases at once

What benefits we offer:

• Ample opportunity for personal growth at one of the leading tech startups in Europe
• A flat structure with open communication where everyone has a voice
• High degree of autonomy in a motivated and talented international team
• A stack of modern technologies
• Generous stock options and competitive salary
• Hybrid working (Monday, Tuesday, Thursday in the office)
• Working abroad
• Additional vacation days based on tenure
• Enhanced sick days, day off on birthday, voluntary day, days off for a wedding and more
• Monese VIP account

Department

Operations

Locations

Estonia

Remote status

Hybrid

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