About Pockit + Monese

Pockit and Monese are the all-in-one money apps that make it easy for people to access and manage the financial tools that put them in control of their money. We provide vital financial services, from e-money accounts through to income advance products to over three millioncustomers across the UK and Europe. In October 2024, Pockit acquired Monese, creating the leading fintech for anyone who is budgeting, saving, or just trying to stay on top of their finances. Both firms are regulated by the FCA.

Following the acquisition of Monese, the business is on a trajectory of growth as the two organisations harmonise and integrate in both the UK and across Europe.

About the role:

Responding to non-voice customer queries in a timely, efficient and qualitative manner all
while complying with any regulatory or partner-specific standards. In addition, working
toward a positive social media presence.

Despite being remotely based, in return we offer a close-knit family feel environment,
where we work together collaboratively in the interests of the business and our aims and
goals. As a scale up business, it’s an exciting ever-changing environment perfect for an
ambitious person looking to develop and grow in a diverse and inclusive environment.

What you’ll be doing:

• As part of a team, operating with work queues, prioritising and responding to deadlines

• Typically responding to customers via a range of online platforms

• Take ownership of a customer query or issue, with end to end management and ‘one call’ resolution

• Finding effective and efficient solutions to meet and exceed customer needs

• Cross departmental collaboration to resolve the query

• Meet and exceed both internal SLAs for customer responses as well as any regulatory expectation

• Ensure accurate records for all customer dialogue

• Fostering a positive customer experience

• Accustomed to working in a target/KPI driven environment.
  

What we are looking for:

• Experience in a customer facing role, ideally within banking or financial services

• Excellent written English skills are essential

• Willingness to learn and/or have some knowledge or understanding of the FCA’s
  regulatory framework

• Capable and willing to be in a remotely based team whilst still able to collaborate with others.

Working Arrangement:

This is a full time contractor role and the work will be done remotely from the Philippines.

Shifts are allocated Monday - Sunday. Typically, you will work one weekend a month but this may vary dependent on business needs.

Your usual working hours will be in line with our Estonian team who work 9am - 5pm, equating to 2pm - 10pm PHT.