Collections Adviser, Financial Health Cardiff, London or Remote (UK)

Monzo; Cardiff; Remote; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking company on a mission to revolutionize banking! As a member of the Collections team, you'll be the financial health hero, helping customers navigate their debt with empathy and understanding. This role requires prior experience in collections or debt recovery and a passion for customer support. With flexible working hours, a commitment to diversity, and a generous learning budget, this position offers the chance to make a real difference in people's lives while enjoying a supportive and inclusive work environment. If you're ready to embark on this rewarding journey, we want to hear from you!

Benefits

Learning budget of £1,000 per year

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 support customers effectively.

Responsibilities

• Identify and support customers struggling with debt compassionately.
• Understand and explain Monzo's lending products and regulatory obligations.

Skills

Collections experience

Debt recovery experience

Customer support

Communication skills

Attention to detail

Job description

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.

Prior experience in Collections or Debt Recovery is required.

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 17th April 2025 and attend 7 weeks training, Monday to Friday 9am - 5.30pm.
• You have 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.
• 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:

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

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

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 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.

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.

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.

If you have a preferred name, please use it to apply. We don't need full or birth names at the application stage.