Collections Adviser, Financial Health

Monzo Bank; London; Remote; GBP 24,000 - 28,000; Full time

Job summary

Join a forward-thinking company as a Collections team member, where you will be the financial health hero for customers in need. This innovative role involves supporting individuals facing debt challenges, utilizing your expertise in collections and customer service. You will work remotely, engaging with customers through various channels while ensuring compliance with regulatory obligations. With a strong focus on compassion and problem-solving, you will help customers navigate their financial situations with care. This is an exciting opportunity to make a real difference in people's lives while being part of a dynamic and supportive team.

Benefits

Learning budget of £1,000 per year

Stock options

Guaranteed time off on your birthday

1 full weekend off each month

Flexible working hours

Qualifications

• Prior experience in collections or debt recovery is essential.
• Strong communication skills to assist customers effectively.

Responsibilities

• Support customers struggling with debt through compassionate communication.
• Utilize Monzo's lending products to offer tailored solutions.

Skills

Collections experience

Debt recovery experience

Customer communication

Attention to detail

Regulatory compliance knowledge

Job description

Location: Remote in the UK | £24,750 to £27,250 + 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 14th April 2025 and attend 7 weeks of training, Monday to Friday 9am - 5.30pm.
• You have prior collections or debt recovery experience and a background supporting customers in a contact centre.
• You can 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.
• A keen eye for detail and a high standard of work will really help in this team, especially when things are complex.
• You understand and keep up to date with our regulatory obligations and ensure 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 - approximately 60 mins.

Our average process takes around 2-3 weeks. If you have any questions, please email me at [e-mail].

£24,750 to £27,250 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). This will come from your regular holiday balance, 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-SB