Monzo Staff Weekly Q&A - Beth Scott (Overnight COps)

[anon44204028]

@jwhiterz

As long as you’re working are you aloud to work from anywhere?

Such as a bar on a beach in the Bahamas!

[jwhiterz (Jack)]

Exactly!

[anon44204028]

@simonb

Just because it’s fun doesn’t mean it’s not work

It was a joke, not serious

[simonb]

I know… Reply was also tongue in cheek

[neovo]

What’s the best perk/ benefit from working at monzo?

[anon4562461]

What is your favourite film?

Please reply in GIF form.

[anon72173902]

[anon4562461]

You’re showing your age.

[anon72173902]

If you don’t mind I think you will find its a timeless classic.

[anon4562461]

It was a staple of my childhood. I was overjoyed when the theme was a free bit of DLC on Guitar Hero.

[GalaxyMergirl (eden)]

How do you deal with harassing customers and keep them from affecting your mood outside of work? Especially when you work from home.

[neovo]

What’s your salary?

[Rat_au_van (Em)]

Trying to decide if that’s more or less tasteful than A/S/L to ask a stranger on the internet

[rarther]

@neovo

What’s your salary?

Don’t be surprised if you don’t get an answer to that. Monzo is all about transparency but It’s a bit blunt and personal. Maybe I’m just being very British here and Beth will tell you exactly what she earns!

If not… in the job ads the London based daytime COps start on 25k if I recall, so you can get an idea from that.

[neovo]

It’s interesting peoples responses about salary isn’t it

Seems to be a taboo for many - I personally don’t see the issue

[anon72173902]

A/S/L bbz

[anon77734705]

@anon41219820

Do you like cats?

I have been instructed by my employers to answer in the affirmative. After all, you don’t own cats, you’re their staff!

I like lots of animals tbh, cats are pretty easy to care for but also fluffy and you can force cuddles on them.

@Rat_au_van

What is the ratio of drunk to sober enquiries on an average night shift?

What is the weirdest obviously drunk question you’ve seen?

@anon44204028

What is the weirdest obviously drunk question you’ve heard?

@anon72173902

What is the weirdest obviously drunk question you’ve replied to?

I don’t think I’ve ever had a drunk customer! Now I am disappointed

@evangelskies

Most unbelievable yet true crime case you’ve heard of? This is my favourite . Found out about it recently from the podcast They Walk Among Us. Made me really sad but impressed that he stumped investigators for so long

I’ve been watching a lot of fiction lately and reading John Grisham. I can’t think of anything I would think of as unbelievable and has stayed with me, maybe I’m just desensitised! I might have to listen to that podcast though!

@anon72173902

What is the ratio of enquiries from travelers abroad vs those in the UK overnight?

Mostly UK tbh. People getting home from work and having the opportunity to sort things out.

@jwhiterz

Working remotely, How do you keep yourself focused on work?

I’m pretty good at keeping myself focused tbh. I have my set up in the dining room and I still live with my parents. Doors are closed and I shift between background noise ie Netflix or TV, to quiet time and sometimes we have a google hangout where we have people just chat and troubleshoot, which is quite fun!

@joshpriceonline

Let’s get the most important question out of the way first. Pineapple on Pizza, you a fan?

Hawaiian is one of my favourites! I like adding mushroom to it. My local dominos actually defaults to ham, pineapple and mushroom for the Hawaiian. nomnomnom

@joshpriceonline

How is your work structured throughout the night? (I.e. when do you take breaks etc?).

We have a lunch slot rota where we pick when we want to go on break so we still have adequate cover for our beautiful customers. I usually take it towards the end of my shift. I might pop out the room if a cat is meowing like it’s an emergency (it happens) or my parents have just come home to say hi. I can just brb on slack if I need to grab something!

@joshpriceonline

What’s one of the most common queries you get during the night?

Hmmmm They’ve been such a mixed bag lately! We have a team that tries to tackle frequent questions so that they don’t always come through. According to my dashboard I’ve answered a few login troubleshoots in the last week.

@joshpriceonline

Do you feel because contacting Monzo is so incredibly easy compared to “traditional banks”, Monzo can build better relationships with its customers? Do you think there are drawbacks to having such an easy way to contact customer services? (For example, I’ve talked with Monzo way more than my old bank because it’s just so damn easy!)

I hope so! A lot of customers will come to us for clarity on transactions before even asking the merchant

@joshpriceonline

What feature are you most looking forward to Monzo releasing?

I am looking at super long term so either under 18s or an account for the unbanked who don’t have ID etc

@neovo

When asked a question that you do not know. How do you ensure the question doesn’t get lost as you find the answer? I.e. more people must be asking questions so how do you prioritise work.

I know everything… I usually stick to the same conversation until I can source the answer. If I can’t, I ask in slack and I just keep an eye on those conversations / notifications as I’m aware the customer is hanging.

@rarther

How did you hear about Monzo?

Reddit! Reddit - The heart of the internet

@rarther

Also - do having cats walking around the place and pineapple pizza ready in the oven ever delay you from answering customer queries? Like, not you but various times I’ve used chat it says ‘Seen’ 10 minutes before a reply.

As I live with my parents I’m not allowed the cats in the dining room. BOOOO HISSSS. It’s a cat free zone because they’re all so fluffy (until they go on holiday but shhhhh) I think intercom bugs out on the seen thing sometimes We always reply asap even if it’s letting you know we need to have a look into it!

@anon44204028

They don’t, that is why you see them on the community so much

My squad captain keeps telling me to stay off when I’m not working … so does my boyfriend …

@Rat_au_van

If you had a magic wand and could change 1 thing about Monzo, what would it be?

Hmmmmmmmmmm. Good question… More pots features. I really really want a DD pot.

@anon16712584

Random COps question that I’ve wondered a while, when you need help from COps do you ask yourself or do you have to talk to someone else…?

We use slack! Or lately sometimes we might think out loud if we’re in a google hangout. We also have an internal wiki of sorts. Process is usually search internal wiki, search slack, if no answers post and then you’ll get some help!

@neovo

What was the training for the role like?

How much do you get told about future developments before the public?

I spent two weeks in London for the training. It was intense. I knew a lot about Monzo anyway but I’ve never worked for a bank so needed to learn more about payment systems and the tooling that Monzo uses. I’m a prettttty quick learner though, so some of my training group was asking me questions before the two weeks were out There was 13 of us. We all went ‘live’ on intercom on day three, so we were learning different conversations from the start and it was nice to be able to help fill each other in on knowledge gaps.

I can know about everything if I want to, it’s all available somewhere as our default is transparency. I follow the slack channels I’m pretty interested in. I joined the summary channel as soon as it was filtered onto slack. The problem is, some ideas can come to fruition very easily, ie #tags and I only knew about them a couple days before. Other things like Coin Jar/ pots rules/ shared pots etc etc take more man time so I could know about them well in advance.

@Peter_G

Some questions: do you get many support phone calls? How do you deal with them being remote and all that?

There’s always a couple of people rota’d in to do calls. I have a headset for those times but it’s not very often. They’re not too bad, tbh.

@Peter_G

If Monzo disappeared tomorrow () which other bank would you use? And why?

Probs Santander as I still have an account and opening a new one is a faff.

@jwhiterz

Being a remote worker do you get the chance to visit the office much?

As long as you’re working are you aloud to work from anywhere?

How do Monzo know you’re actually working ? (We all know Beth does a great job anyway)

Because you work remotely how do you stay up to date on all the latest things and cop updates?

1 - I can visit the office whenever I like. It’s open 24 hours but it’s a two hour door-to-door trip and I don’t like crowds or the tube… ahaha
2 - anywhere as long as there is an internet connection!
3 - We have a ‘dashboard’. This shows how many customers we’re helping, average reply times (so we can make sure we’re helping customers quickly!), types of queries etc
4 - We have something called a daily doc, all relevant announcements go in there. I also have a fantastic squad captain who will round up the days announcements and post them in one post in our team channel.

@neovo

What’s the best perk/ benefit from working at monzo?

That I get a Monzonaut badge in my app It’s probably working from home… I have some health and mental health issues and working from home has helped massively on that front.

@anon4562461

What is your favourite film?

Please reply in GIF form.

First film I recall seeing in a cinema… also good life advice

@GalaxyMergirl

How do you deal with harassing customers and keep them from affecting your mood outside of work? Especially when you work from home.

I usually take a few minutes and walk away from the computer. I try to leave ‘work Monzo’ in my working space. I still don’t see the community as work so it gets accessed everywhereeeeee.

@neovo

What’s your salary?

I was offered a package that suits me and my lifestyle and while I’m not concerned about discussing the specifics, other Monzonauts may well be. So I’m going to leave it at that.

@anon72173902

A/S/L bbz

29/F/Kent, wbu?

[anon44204028]

@anon77734705

I don’t think I’ve ever had a drunk customer!

New Instructions: Next time you ring Monzo whilst drunk, ask to speak to Beth

[anon72173902]

If @anon77734705 is working Sunday I’ll message then as I’m going Abode

[anon77734705]

No I’m not