London/UK Remote | 💰£59,500 - £70,000 (depending on experience) + Incentive Awards tied to your performance + Benefits  ✨

Our Model Oversight team⭐

The second line of defence Model Oversight team (that’s us!) provides support to our colleagues in Borrowing, Fincrime & Fraud, Operations and Finance to help Monzo grow safely. We’re looking for someone (maybe you?) to help ensure the Fincrime/Fraud models we use are not only good for Monzo but what's best for our customers.

🔑You’ll play a key role by...

• Perform independent model validations of FinCrime/Fraud models using proportionate modelling techniques depending on the level of complexity applied.
• Write clear and impactful model validation reports and present the findings in relevant committees. 
• Review of any FinCrime/Fraud model changes and provide recommendations to first line teams to ensure the models remain fit for purpose. 
• Build relationships with first line of defence Fincrime/Fraud modelling teams and wider risk teams to support the embedding of the model risk framework (e.g.  good maintenance of the model inventory and adhering to issue management processes) and an understanding of model validation practices to help Monzo grow safely. 
• Support team lead in reviewing ongoing model performance monitoring to ensure the  FinCrime/Fraud models are performing within risk thresholds and providing support to the  FinCrime/Fraud model development team when further action is required.
• Supporting the broader Model Oversight team with model validation activity in other disciplines (Financial, Operational and Credit) to manage peak demand and utilising areas of specific knowledge.
• Research and learn latest modelling and validation techniques
• Support the effective operation of the Model Risk Oversight Committee as a regular attendee, contributing to the group discussion to improve model risk management.
• Support the promotion and embedding of a strong risk culture, making risk meaningful and relevant to everyone at Monzo. You will share best practice that is easy for everyone to understand.

🤩 We’d love to hear from you if… 

• You are highly motivated and energised by the idea of bringing positive impact to our customers and Monzo
• You are self-motivated and thrive in a fast-paced environment
• You have great attention to detail while keeping an eye on the big picture
• You are a great communicator, able to articulate complex problems
• You can provide effective challenge whilst building strong, respectful relationships
• You are keen to grow your knowledge in both business and technology

And, from a technical and knowledge perspective, you should have:

• Experience in developing and/or validating any of Financial Crime, Fraud, Credit, Interest Rate, Liquidity, Regulatory capital, Stress testing and/or forecasting models

• In-depth knowledge of statistical techniques for management of risks
• Experience of managing a modelling project through its full lifecycle
• Strong technical skills such as SQL or Python
• Working knowledge of machine learning models: gradient boosted trees, etc
• If possible, some understanding of some of the following:
• Customer Risk assessment controls at point of Current Account application
• Transaction Monitoring controls
• Financial Crime and Fraud Typologies
• Experience in transaction driven business or similar industry
  
  

  The Interview Process:

  Our interview process involves three main stages: 

  1. Recruiter Call (30mins)
  2. Initial Call (30 mins)
  3. Final stage x3 a take home task, role specific interview and a behavioural interview

  Our average process takes around 3-4 weeks but we will always work around your availability. 

  🙌What’s in it for you

  💰£59,500 to £70,000 (depending on experience) + Incentive Awards tied to your performance + benefits

  📍This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London)

  ⏰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. 

  📚£1,000 learning budget each year to use on books, training courses and conferences.

  ➕ Plus lots more! Read our full list of benefits.

  #LI-TK1  #LI-Remote

Please note: this is a hybrid working role which will require to attend Kerv's Cardiff office twice a week. 

Our Values

The Kerv approach is consultative, advisory, experienced, and rooted in data engineering. We strive to help clients gain complete clarity of their data and to exceed client expectations. Our proven management and sales methodology ensure we differentiate ourselves from our competitors, focussing purely on our client's requirements and delivering the highest standards of service possible. With more than 30 years of industry experience, we are committed to upholding the highest ethical and professional standards to our partners and clients alike.

The Role

We’re looking for a dynamic and driven individual to join our team in a fast-paced, multi-faceted role that blends technical expertise, customer service, and project delivery. This position demands exceptional multitasking skills, a proactive mindset, and the ability to manage competing priorities without compromising on quality or timelines. providing front-line support to our mobile and telecoms customers.

This is a hands-on, customer-facing role where you’ll be the first point of contact for support queries, helping users stay connected by resolving common issues, fulfilling service requests, and ensuring a smooth customer experience

Your responsibilities will encompass the following tasks: 

Incident Management & Troubleshooting

• Log, categorise, and prioritise tickets accurately within the ticketing system.
• Perform initial diagnostics and follow standard troubleshooting steps.
• Resolve straightforward issues at first contact where possible.
• Escalate more complex or unresolved issues to Level 2 teams or suppliers.
• Monitor and manage open tickets to ensure timely resolution.

Service Provisioning

• Provision a wide range of telecom products including Mobile, Data Hardware, Connectivity, VoIP, SIP, and Compliance solutions.
• Coordinate end-to-end delivery of services, ensuring accuracy, speed, and customer satisfaction.
• Follow defined processes to ensure accurate and efficient service delivery.

Customer Support & Fault Management

• Act as the first point of contact for customer queries via phone, email, and ticketing systems.
• Provide clear, friendly, and professional support to customers using mobile and telecom services.
• Handle common requests such as SIM changes, number queries, device & router setup and configuration, connectivity issues.
• Keep customers informed with regular updates and ensure a positive support experience, this includes responding promptly to faults and service requests via ServiceNow.
• Perform diagnostics and collaborate with suppliers and customers to resolve issues efficiently.

Project & Service Management

• Deliver projects across the telecom’s portfolio, ensuring milestones are met and handovers are seamless.
• Balance BAU tickets, MACs, and ongoing orders while maintaining service levels and deadlines.
• Monitor SLAs and escalate where necessary to ensure timely resolution.
• Escalate issues appropriately, providing clear handovers to internal teams or third-party providers.
• Track escalated tickets and follow up to ensure resolution.
• Collaborate with internal teams to maintain service quality and customer satisfaction.

Administrative Duties

• Handle billing entries, resolve billing queries, and maintain accurate records.
• Handle inbound and outbound customer and supplier calls professionally, efficiently, and in line with service standards.

Systems & Tools

You will work with a range of telecom and support systems, including:

• Ticketing system: Service Now, Order Management, SLA / Timesheeting.
• Mobile carrier portals: EE, Giacom,BT, Compliance platforms
• Telecom platforms: VoIP, SIP, In house Hosted telephony platform

• Connectivity supplier portals: Network/service monitoring dashboards, Supplier support systems
• Device/platform support: iOS / Android MDM’s,
• Any additional tools: Billing portal/ Asset management / inventory, Knowledge base / documentation platforms

What we are looking for:

• Experience in a customer service, helpdesk, or support role (telecoms experience is beneficial but not essential).
• Proven ability to thrive in a fast-paced environment, managing multiple tasks and priorities simultaneously.
• Strong communication skills with a customer-first mindset.
• A logical and structured approach to troubleshooting with a proactive approach to issue resolution.
• Ability to follow processes and manage a high volume of requests.
• Organised, with good time management and attention to detail.
• Clear and confident communicator, able to build rapport with stakeholders at all levels.
• Familiarity with project management methodologies and tools.