---
title: 'Vulnerable Customer Advisor at Referrals Only'
canonical: 'https://feeny.ai/job/vulnerable-customer-advisor-referrals-only-united-kingdom-h4gt49qy47vf'
type: 'job'
last_seen: '2026-11-02'
---

# Vulnerable Customer Advisor at Referrals Only

- **Company:** Referrals Only
- **Location:** United Kingdom
- **Work type:** remote
- **Posted:** 2026-10-28
- **Last confirmed live:** 2026-11-02
- **Apply:** https://job-boards.greenhouse.io/monzoreferrals/jobs/8312106

## Job description

📍Remote | 💰 £26,230 - £30,620 depending on experience + Incentive Awards tied to your performance +[Benefits](https://monzo.com/careers/) ✨

This role will be working shifts between 6am and 10pm, Monday - Sunday (37.5 hours per week).

We receive calls from customers who express feelings of distress, including thoughts of self-harm or harm to others, as well as challenges related to gambling and substance use. Please do not apply if you feel that these calls will be triggering for you to deal with.

⭐Our VAIB team

Are you passionate about making banking truly accessible and advocating for people when they need it most? Join Monzo’s dedicated Vulnerable Customers team to help deliver on our mission of making money work for everyone. In this role, you will provide empathetic, specialist support to customers experiencing difficult circumstances, from navigating mental or physical health challenges and major life events to managing daily financial worries. Working at the intersection of financial wellbeing and accessibility, you’ll connect customers with bespoke tools designed to give them control over their finances, while actively helping us break down barriers so that Monzo remains an inclusive, supportive space for every individual.

About our Vulnerability, Accessibility, Inclusion and Bereavements (VAIB) Team -https://monzo.com/i/supporting-all-our-customers

🔑 You’ll play a key role by:

- Taking escalations from fellow Customer Service Advisors, chatting to customers via the telephone and in app chat.
- Helping people with addictions make account adjustments to aid their recovery
- Helping people with various difficulties be fully understood by Monzo so we can help them to the best of our ability now and in the future
- Talking to people who are struggling to afford basic necessities, and find them the right help and support
- Talking to people who mention suicide, and figure out the best way to help them
- Advising your fellow Customer Service Advisors on tone of voice, phrasing, and actions for vulnerable people
- Understanding a customer’s financial accessibility needs and making adjustments to support their journey with Monzo

🤩 We’d love to hear from you if you:

- Have experience working with vulnerable people
- Are comfortable and confident managing a high volume of calls of a sensitive nature
- Have the ability to prioritise difficult conversations effectively
- Have high levels of empathy and compassion
- Have a strong sense of personal boundaries and resilience
- You can start on 18th January 2027 and attend full time training Monday to Friday 9am - 5.30pm for 8 weeks
- Have a strong team working ethic

💰 What’s in it for you

💰£26,230 - £30,620 per year depending on experience

📍This role is based remotely

📚Learning budget of £1,000 a year for books, training courses and conferences

➕And much more, see our full list of benefits[here](https://monzo.com/careers/)

🎂 We'll guarantee time off on your birthday (if you want it) with the exception of your training period. This will come from your regular holiday balance and provided you have enough to cover it.

🌈 The application journey has 3 key steps

- Application stage and questions
- Initial call with the recruiter
- Final stage interview with 2 team managers lasting around 1 hour

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.](https://monzo.com/blog/the-ultimate-guide-on-using-ai-to-ace-an-interview-at-monzo)

We’ll 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.

## #LI-SW2

## About Referrals Only

## Company Overview
- **One-liner**: Marqeta is the world’s first modern card issuing platform, providing open APIs that enable businesses to create, manage, and scale customized payment card programs.
- **Entity Type**: Public (Ticker: MQ on NASDAQ)
- **Headquarters**: Oakland, California, USA
- **Founded**: 2010
- **Founders**: Jason Gardner (Founder & Executive Chairman)

## Core Business
- **Primary industry**: Financial Technology (Fintech) — Modern Card Issuing & Payment Solutions
- **Target customers**: B2B; serves a wide range of industries including digital banking, on-demand delivery, buy now, pay later, expense management, retail, and workforce payments. Customers include Square, DoorDash, and other high-growth fintech and enterprise companies.
- **Mission or purpose statement**: To simplify payments and enable any company to deliver delightful payment experiences natively, powering more flexible, engaging, and innovative payment products.

## Products & Services
- **Modern Card Issuing Platform (SaaS/API)**: Fully open API platform that allows developers to launch new credit and debit card programs with speed, flexibility, and scale. Supports instant wage access, embedded finance, and custom card products.
- **Compliance & Risk Management (Service)**: Integrated fraud detection, spend control, and compliance tools to ensure high levels of security and uptime.
- **Global Expansion Capabilities (Platform)**: Certified to operate in over 40 countries across the US, Europe, and Asia, enabling businesses to scale globally.

## Market Standing
- **Valuation/Market Cap**: As a public company, market cap fluctuates. As of mid-2026, Marqeta is a publicly traded company valued in the multi-billion dollar range (exact figure varies with market conditions).
- **Key Metric**: Annual Revenue — $383 billion+ in total volume processed in 2025; 80x volume growth since 2017; 99.99% platform uptime in 2025.
- **Notable Investors/Partners**: Key customers include Square (Block), DoorDash, and other leading fintech and enterprise firms. Partners include issuing banks, networks (e.g., Visa, Mastercard), and card fulfillment providers.
- **Growth Signals**: Recognized as a CNBC Disruptor (top 50 in 2021 award); consistent expansion into new geographies (EU, UK, Asia); continued hiring across multiple departments and regions (US, Canada, UK).

## Competitive Advantages
- **First-mover & category leader**: Marqeta defined the modern card issuing category with its open API platform, giving it a decade-plus head start over competitors.
- **Scalability & reliability**: Proven track record of 99.99% uptime and handling massive transaction volumes (80x growth since 2017) — critical for enterprise customers.
- **Deep integration with major networks**: Pre-existing relationships with Visa, Mastercard, and issuing banks shorten time-to-market for customers.
- **Developer-first approach**: Open APIs and developer tools make it easy for engineering teams to build custom payment experiences quickly.

## Strategic Focus
- **Global expansion**: Continuing to expand its certified operations into new countries (currently 40+) to serve multinational customers.
- **Embedded finance & new use cases**: Driving adoption in instant wage access, embedded finance, and enterprise expense management.
- **AI & automation**: Investing in AI-powered fraud detection, risk management, and product automation (e.g., hiring for Principal Security Engineer, Product & AI; Lead Product Manager, Enterprise AI & Automation).
- **Platform stability & security**: Maintaining industry-leading uptime and security compliance as core differentiators.

## Why Work Here
- **Culture & values**: Marqeta emphasizes a culture of “Simplify and Innovate,” “Solve for the Customer,” “Do What’s Right,” “Make it Count,” and “Win as a Team.” Employee Resource Groups (ERGs) include BlackCard, HOLA, RepresentAsian, Desi, MQ-Proud, Vets@MQ, Women’s Group, Parents’ Group, and Marqetaglots.
- **Remote/hybrid policy**: Many roles are remote (US, Canada, UK), with some positions based in Oakland, CA or London, UK. The company supports flexible work arrangements.
- **Notable perks & engineering culture**: Fast-paced, purpose-driven environment; strong focus on developer experience and open APIs; opportunities to work on cutting-edge payment infrastructure at massive scale. The company invests heavily in early career talent and internal mobility.
- **Award-winning workplace**: Recognized as a top workplace (e.g., CNBC Disruptor) and offers a collaborative, inclusive environment.

## Sources
1. [Marqeta About Us](https://www.marqeta.com/company/about-us)
2. [Marqeta Careers Page](https://www.marqeta.com/company/careers)
3. [Marqeta Homepage](https://www.marqeta.com/)
4. [Greenhouse Job Board](http://job-boards.greenhouse.io/marqeta)
5. [MQ Referrals Job Board](https://job-boards.greenhouse.io/mqreferrals/jobs/7743043)

## Other roles at Referrals Only

- [Learning & Development Business Partner, Specialist Services](https://feeny.ai/job/learning-development-business-partner-specialist-services-referrals-only-pyhc957jsczh) — Cardiff London OR, United Kingdom
- [Lead Product Manager, Growth](https://feeny.ai/job/lead-product-manager-growth-referrals-only-london-0sn7tzbgpspr) — London, United Kingdom
- [Senior Product Manager, Web Growth](https://feeny.ai/job/senior-product-manager-web-growth-referrals-only-london-ce2b842kg9dv) — London, United Kingdom
- [Product Manager, Finance](https://feeny.ai/job/product-manager-finance-referrals-only-london-v7brzd6nmkg3) — London, United Kingdom
- [Lead Brand Designer](https://feeny.ai/job/lead-brand-designer-referrals-only-london-cayyfghxrfqk) — London, United Kingdom
- [Senior Strategy and Operations Manager](https://feeny.ai/job/senior-strategy-and-operations-manager-referrals-only-cardiff-london-or-f01nevk91fad) — Cardiff London OR, United Kingdom
- [Technical Recruiter](https://feeny.ai/job/technical-recruiter-referrals-only-cardiff-london-or-0tm5r0eh32wd) — Cardiff London OR, United Kingdom
- [Data Science Manager](https://feeny.ai/job/data-science-manager-referrals-only-cardiff-london-or-qy9svbyf8q50) — Cardiff London OR, United Kingdom
- [Product Manager, Subscriptions](https://feeny.ai/job/product-manager-subscriptions-referrals-only-barcelona-0jkx6zdsjnj7) — Barcelona, Spain
- [Senior Financial Reporting Analyst](https://feeny.ai/job/senior-financial-reporting-analyst-referrals-only-london-v6e7jh6cgfa4) — London, United Kingdom