Below are 3 tricky customer queries you might receive as a COp atMonzo. 

1. Read each query carefully. 

2. Use the ‘extra context’ and ‘things to consider’ as a starting point for each one. 

3. Write your response to the customer as if you were a COp at Monzo (for example “Hi Sam...”), in the correct text box on your application. 

We don’t expect you to know how our systems work or know what our procedures are, instead we’re interested in how you’d personally go about trying to solve these problems! Try and think about what you’d want to do if you could make all the decisions at Monzo. 

Monzo Customer Service Representative Application 

Nicole’s Phone Call 

“Hi, my name is Nicole and I need your help urgently! I saw a puppy on facebook which I saw advertised through a mutual friend.  The seller asked me to pay £3000 upfront to hold the puppy, which I was ok with as I have done my research and the breeder said they had a KC Registered certificate. So I have sent the breeder £3000 via bank transfer last week. I was meant to pick up the puppy today and when I checked the breeders address on Facebook they no longer exist! (**crying**) I can’t pay for my bills or buy food for the kids because this was the last of my money this month. (**angry**) You and Monzo need to protect me against scams like this!  I want to raise a complaint to get all my money back straight away!” 

Things to Consider: 

● What solutions could you offer the customer? 

•  Do you think this customer is vulnerable? You can learn more about our vulnerable customers team here. 

● Would you want to give them any compensation?