Financial Coach

You will be the lead contact for customers throughout their advice journey with us.

You’ll listen to customers, answer questions, build trust and collect the information we need to help them meet their goals through our advice service.

Relationship management

You are an ambassador for Moneybox, helping people who may not be familiar with financial services feel comfortable and confident.

You play a key role in growing our advice service and are the first point of contact for our advised customers.

You’ll build relationships and trust with the customers who are going through the initial advice journey.  You’ll listen to them, understand their goals, and you’ll collect and validate the customer information needed for us to then provide advice.

You’ll continue to build and maintain customer relationships throughout their on-going advice experience with us.  You’ll be the primary contact for customer questions, information updates and customer circumstance changes, making sure our customers have a fantastic experience.

Information collection & customer understanding 

You will be excellent at listening to customers, identifying their needs and building trust, to make sure our advice service can then deliver good outcomes.

You will be able to identify which customers need advice, and be able to articulate yourself clearly, so customers understand the value of advice and how it will help them.

Supporting customer action

Through our initial and on-going advice services, you’ll answer customer questions, and provide the implementation support and personal accountability that translates the plans we recommend into good customer outcomes.

You’ll provide customer updates and interventions at key times, as instigated by the advice engine & CRM technology that we use.

You’ll help customers understand their options, the recommendations that the advice service has made and the next steps.

You’ll know how to spot new advice needs and know when to escalate cases to a Financial Adviser.

Embracing change

Underpinning all of your customer engagement activity, you will have a passion for and confidence in using technology to enable what you do.  You will use it to manage customer relationships effectively.

You’ll enjoy trying out new technology and processes, identifying what works and what doesn’t and sharing your insight with the wider Moneybox team.

Professionalism and diligence

You’ll keep your existing professional knowledge up to date and continue to develop it to improve the service you can offer our customers, completing the agreed level of CPD each year and achieving the set minimum qualification requirements for the role.

You’ll adhere to all company policies and procedures to keep us and our customers safe and deliver good customer outcomes.

Providing Financial Coaching services

When required, you’ll provide non-advised coaching services to Moneybox customers, on behalf of Digital Moneybox Limited.

Essential:

• RO4 is mandatory, alongside either RO1 or a level 3 certificate in Financial Services (or equivalent), attained within 6 months of joining if not already in place
• Excellent communication and engagement skills, particularly over the phone and via video calls, able to deal with customer objections and any complaints effectively
• Able to build strong and collaborative relationships, with customers and colleagues
• Comfortable with technology, using it to support your customer conversations, able to pick up and learn how to follow new processes quickly
• Highly organised, able to meet deadlines, multi-task and manage competing priorities during the day
• Experience in a customer facing role within financial services
• Driven and passionate about helping people meet their financial goals, awareness of Consumer Duty and a genuine instinct for good customer outcomes.
• Experience working in a regulated environment, delivering high levels of customer service within a risk controlled framework
• Good knowledge of UK pensions, ISAs & investment products – their benefits, risks and tax treatment.

Desirable:

• Regulated Diploma in Financial Planning, or equivalent level 4 qualification
• Knowledge and background in financial advice, know how advice can benefit customers and how to articulate the value of it
• Have led on change projects, large or small, which have enhanced the experienced offered to customers
• Excellent knowledge of Moneybox
• Interest in how machine learning and AI can enhance the customer experience.

QA huddles and learning sessions. Customer-facing time is structured around bookable Calendly slots; the rest of your day is escalations and team work. The advice service operates within standard UK business hours at launch.