Collections Adviser, Financial Health

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

Hear from our team about what it's like working at Monzo ✨

📍Location Remote in the UK | 💰 £24k to £27k + Benefits | Hear from the team ✨

Prior experience in Collections or Debt Recovery is required

Please reference any literature that you may refer to, as applications that are highly plagiarised and not your own work. e.g. ChatGPT, will be declined.

Your Day to Day;

Our Collections team are the financial health heroes at the core of Monzo

They are here to identify and support customers who may be struggling with debt, offering them compassion and options to help. They do this with their top notch understanding of Monzo’s award winning lending products, credit file details and something we call a ‘decisioning process’ - something we’ll teach you all about!

You should apply if:

You are able to start on 2nd September and able to attend 7 weeks training, Monday to Friday 9am - 5.30pm (no holidays or appointments allowed during this time).
Prior collections or debt recovery experience
You’ll need to have a background supporting customers, working in a contact centre.
The ability to communicate with customers to the highest standard because we only want the best for them. You can ask open questions to understand their situation, listen and provide solutions via our in-app chat, outbound and inbound calls and emails.
From time to time things are complex so a keen eye for detail and a high standard of work will really help in this team.
Understanding and keeping up to date with our regulatory obligations and ensuring these are fulfilled in our customer outcomes (in line with the FCA).
Most importantly - you live and breathe people and customers like we do.

The interview process:

Our interview process involves 3 main stages:

Please answer the application questions and the 4 scenarios within
Call with a Recruiter
Competency-based Values and Role Specific Interview - 60m mins approx.

Our average process takes around 2-3 weeks. If you have any questions please email me on BeccaMcDonnell@monzo.com

💰 £24k to £27k ➕ plus stock options & benefits

⏰ Your working life and shift requirements

Working hours fall within Monday to Friday 8am to 8pm and Saturday and Sunday 9am - 6pm (37.5 hours a week, remote working).
Your shift pattern will vary on a weekly basis, but don't worry, we give you plenty of notice in advance.
You're guaranteed 1 full weekend off each month.
We'll guarantee time off on your birthday (if you want it) with the exception of your training period. This will come from your regular holiday balance and provided you have enough to cover it.

📚 Learning budget of £1,000 a year for books, training courses and conferences

➕ And much more, see our full list of benefits here

Please note we will close this role once we have enough applications for the next stages. Please submit your application asap to avoid any disappointment.

#LI-REMOTE #LI-NE

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2023 Diversity and Inclusion Report and 2023 Gender Pay Gap Report.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

Collections Adviser, Financial Health

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