Hey everyone! I now have an account after some very subtle reminders 
I suppose as it is my first post I should introduce myself! I am the new Head of Financial Difficulties at Monzo (although I don’t feel new as we are growing so fast). 
My role is to make sure that if our customers do find themselves in difficulties they get the help and assistance they need! 
I have a lot of experience working with customers in financial difficulties (including being a debt adviser at a Citizens Advice Bureau) and so unfortunately I have experienced a lot of situations where financial institutions haven’t given customers the help and assistance they need/deserve.
But i’ve got to say with the culture and people we have here I strongly believe we will do this better than anyone else and I am very, very excited about what we can achieve! 
So what have I been doing since I joined… 
Mainly I have been:
- Finalising our financial difficulties and vulnerable customers policies and procedures which have been sent to the regulators.
- Setting up and getting ready to deliver training on our approach to the above.
- Helping out with complaints and making up for it where we have made mistakes and learning from them so they don’t happen again.
- Assisting with the design and implementation of our Quality Assurance to help ensure our customers are getting a consistently great service! (cannot think of an appropriate QA emoji)
That’s kind of bigger than a weekly update - since it’s my first one, I think I can get away with it right? Next week I nominate the amazing @Tara