Monzo Staff Weekly Q&A - George Webster (Night COp)

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Note : All Monzo Q&As to date can be found here :grinning:

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Forum Fam!

It’s officially our 40th Staff Q&A!!!

That’s more or less how many people were in the entire company 2 years ago. Madness!

In customer number news…

32

:tada:

We’re well on our way towards 1.1million, awww yesssssss.

Yesterday we invited some of you folks to join us at the Monzo office for :pizza: and Google-ness. Beer was drank, pizza was eaten, and new Pixels were announced. It was a super happy awesome fun time :blush:

Tomorrow, we’ll be taking over the Cosy Club bar in Birmingham, there’s free drinks on the house and there’s gonna be Monzo stickers too.

It’s not too late to join us :grinning:

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Before we get into this week’s Q&A… you know what time it is!

*Click here to see all previous Q&As*

Week 1 : Chris MacLean, Customer Operations & Vulnerable Customers :santa:t2:

Week 2 : James Nicholson, iOS Engineer :green_apple:

Week 3 : Tara Mansfield, People Operations Manager :woman_technologist:t5::man_technologist:t3:

Week 4 : James Routley, Backend Engineer :hammer_and_wrench:

Week 5 : Hugh Wells, Customer Operations :man_police_officer:t3:

Week 6 : Naz Malik, Technical Specialist :computer:

Week 7 : Fred Morgan, COps Squad Captain (Calls & Social Media) :telephone_receiver:

Week 8 : Emma Northcott, COps Scaling Team :balance_scale:

Week 9 : Jarno Wolf, COps Financial Crime Specialist & Squad Captain :wolf:

Week 10 : Maria Campbell, Head of People :woman_office_worker:t2::man_office_worker:t4:

Week 11 : Jim Amey, Night COps Captain :bat: :crescent_moon:

Week 12 : Richard Cook, Online Community Manager :man_cook:

Week 13 : Beatrice Borbon, Content & Press Manager :newspaper:

Week 14 : Tom Blomfield, CEO :crown:

Week 15 : Ella Johanny, COps/Hiring :handshake:

Week 16 : Harry Ashbridge, Writer :writing_hand:t3:

Week 17 : Beth Scott, Overnight COps :cat2:

Week 18 : Georgie Parmenter, Executive Assistant to the Founders :blonde_woman:

Week 19 : Vulnerable Customers Team :sunflower:

Week 20 : Leah Templeman, Interim VP People :sun_with_face:

Week 21 : Daniel Chatfield, Backend Engineer, Fincrime & Security :closed_lock_with_key:

Week 22 : Valerio Magliulo, Product Manager - Revenue Team :money_with_wings:

Week 23 : Sam Watkin, Operations Analyst :thinking:

Week 24 : Kieran McHugh, Backend Engineer :desktop_computer:

Week 25 : Jonas Huckestein, Co-Founder and Chief Technical Officer :computer_mouse:

Week 26 : Annual Report Edition with Tristan Thomas and Julie Oey :calendar:

Week 27 : Zander Brade, Lead Product Designer :pencil2:

Week 28 : Richard Dingwall, Payments Engineer :moneybag: :wrench:

Week 29 : Oliver Beattie, Head of Engineering (Reliability Report Special) :watch:

Week 30 : Bruno Vaz Moço, Product Manager (Scalers) :balance_scale:

Week 31 : Dillon Van Auken, Remote COps Team Lead and Vegas Project Team Lead :first_quarter_moon_with_face: 🂡

Week 32 : Rhys Davies, COps Cardiff Office :dragon:

Week 33 : Emily Parrett, COps Call & The Gang :phone:

Week 34 : Liam Houghton, Ops Fixer :hammer_and_wrench:

Week 35 : Frances Coyle, Legal Team :scroll:

Week 36 : Shak Welch, COps Fincrime Specialist :police_car:

Week 37 : Sarah Allen, People Operations :woman: :man:

Week 38 : Simon B, COps Community Specialist :globe_with_meridians:

Week 39 : Natalie Price, Visual Designer :paintbrush:

This week in the Hot Coral Hot Seat™️ we have the OG Night COp himself, the legend that is George Webster!

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George has been here since September 2016 and when I asked him what he was currently working on, he told me:

Answering everything our Monzo community can throw at me!

perhaps jumping the gun a little bit there George :joy:

But you heard the man. Ask him ANYTHING. Literally ANYTHING :+1: :wink:

Similar to my own journey, George started here two years ago when the company was pretty small as part of our first group of night-time UK workers, and has seen the company grow from the tiny startup we were back then to where we are now, working closely with folks like myself and Dillon. He also was part of the team that came to Vegas to help train and immerse our Vegas team into the amazing culture we have here at Monzo.

Aside from Monzo, George is an actor! (can you tell from the photo?) and generally an all around awesome guy.

I asked George for an interesting fact about himself, and he told me :

I have gout and I am 25 years of age.

That sounds painful :pensive:

His favorite thing about working at Monzo?

Expanding my mind every day. Learning something new I never thought I would be remotely interested in!

So there we have it folks! Get your questions in, George will come and answer them later this week! :grinning:

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Where can we see you acting :performing_arts:

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George

What resources do you have in front of you during the course of a session?

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I know where :eyes:

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This is a 2 part question:

What is your favourite style of pineapple, Tinned, Sliced, Diced, Fresh or on a pizza and do you eat said pineapple with a cat or a dog?

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Do you feel the range of questions vary that a night cop receives compared to daytime cops?

Do you get a lot of people message who appear drunk?

How did you find training the US staff? Was it a challenge? What was your favourite aspect to teach?

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Have you found more people are now going Full Monzo or is it pretty static in numbers each month.

If it’s static - what you going to do about it

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Explain quantum mechanics.

I joke. On average, what is the most common query people have for Night COps?

Were there any notable incidents where you had to step in on behalf of a trainee because the user was getting agitated and/or angry?

To date, what was the busiest period you’ve experienced? Eg introducing IFTTT, current account move?

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Hey George :wave:,

On average, how many queries will a COp deal with in the daytime vs a nighttime shift? :chart_with_upwards_trend:

There’s been a lot of frustration recently with the support times for non-urgent requests, has this left more strain on Night Cops? :question:

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Who’s your favourite squad member?

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Hey!

I have just finished a job un in Edinburgh and I am sure Simon will keep you updated on anything else coming up :wink:

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I have my trusty laptop, a bottle of water and my headphones. I sometimes use another screen but I get itchy feet so like to move around the house!

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ONE TEAM ONE DREAM so no favourites Beth :wink:

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I think as a whole team we are feeling the force of the delays at the moment but there is a lot of work going on behind the scenes so hopefully this will be solved soon!

In terms of Day versus Night, again I think there isn’t a difference, we are all feeling it but doing our best to get those quick response times out :raised_hands:

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Great questions!

  1. I think we get a lot of customers abroad getting in touch because of the time difference, fraud related and lost cards seem to be common :airplane:
  2. Yes absolutely. Sometimes another voice can really help a situation, someone who can use maybe a different tone or see something from a different angle? But generally we are very well trained in dealing with difficult situations with emotional customers :innocent:
  3. We have been busy for the whole 2 years I have been on the frontline, but notably, Apple pay and current account migration spring to mind. It was busy but a lot of people were happy!
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I think it is very hard to get the full switch engrained into people’s plans because people have been with their legacy banks for years!

I have had an account with Natwest for 10 years and even that was hard!

Word of mouth will be a huge help here, organic growth. That is how we will get people to go full Monzo!

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Hey Jack!

  1. I think they vary in terms of the amount of customers abroad who get in touch due to the time zone but in terms of the content I think it stays the same :smiley:
  2. Haha we do from time to time! Always entertaining but so long as we can help them out everyone is a winner!
  3. I loved my time in Vegas. Was always a dream of mine to go out there so had the best 2 weeks ever. One of the struggles was getting them up to date with British culture, merchants and the banking system as it is very different and dated over there. They were so eager to learn and very impressed by Monzo so that was a joy.

My favourite aspect to teach was British history and culture. That goes a long way when speaking to UK based customers. We forget that even though we are similar in terms of language and other society behaviour, the cultures are SO different.

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Tinned pineapple 100%
And can’t say I have eaten them with a cat or a dog.

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