Collections Strategy Analyst

Monzo; London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

Monzo is seeking a senior individual contributor to enhance our Financial Health strategy, guiding customers through financial challenges. This role involves collaboration with various teams, leadership in strategic projects, and a commitment to providing exceptional customer outcomes. Join us in making money work for everyone!

Benefits

Flexible working hours

£1,000 learning budget annually

Work from home setup support

Qualifications

• Experience in Collections and Recoveries strategies.
• Understanding of regulatory landscape including CONC, SYSC, Consumer Duty.
• Ability to work cross-functionally with engineering, risk, operations, and finance teams.

Responsibilities

• Drive Financial Health strategy improvements.
• Support growth and development of junior team members.
• Analyze impact of changes using qualitative and quantitative data.

Skills

Leadership

Strategic Problem Solving

Relationship Management

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 ️

The team's primary goal is supporting those tackling tough financial situations. It is essential that from the very start, we're on the same page about our collective responsibility: providing thoughtful support and practical options to those in need.

It's all about being there for our customers when they need us the most. You'll play a crucial part in guiding customers, creating a pathway out of financial hardship. With your assistance, they'll find a fresh start and a clearer financial outlook. You will do this by:

• This is an Individual Contributor (IC) role, but it requires indirect leadership in our squad structure to drive Financial Health strategy improvements
• Helping to deliver a number of strategic changes which consistently lead to good customer outcomes whilst also protecting Monzo's interests
• Working with analysts, product managers, engineers and operations staff across Monzo to implement proposed changes
• Using qualitative and quantitative data sources to analyse the impact of recent changes as well as some monitoring of the overall portfolio performance
• As a senior member of the team, you will be supporting the growth and development of more junior team members.
• Working with external partners, to ensure they adhere to Monzo’s standards and provide good customer outcomes
• Documenting and using data to ensure the execution of our strategy is in line with expectations with the right governance, control and monitoring.
• You have experience of working with external partners including relationship management and auditing
• You have experience in Collections and Recoveries strategies
• You understand the regulatory landscape including CONC, SYSC, Consumer Duty and the CCA
• You have leadership experience (directly or indirectly) and you are able to drive forward strategic projects
• You can identify, articulate and mitigate risks associated with strategic changes
• You have strong judgement, and can make trade-offs between what is desired with what is feasible
• You have a proven ability to gain approval for proposed business changes
• You are comfortable working in a fast-moving, ambiguous and changing company
• You have experience working cross-functionally with engineering, risk, operations and finance teams
• You are a collaborative, strategic problem solver who loves working hard towards a deadline
• You give customers in financial difficulty the best outcome is at the heart of what you do

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you!

What’s in it for you

This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London)

We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.

£1,000 learning budget each year to use on books, training courses and conferences.

We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.

The application journey has 3 key steps

• Initial Interview with the Hiring Manager
• Role Specific Interview
• Behavioural Interview

This process should take around 3-4 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo.You can read them here.

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to [e-mail]. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.

#LI-TP2

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 , 2024 Diversity and Inclusion Report and 2024 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.

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

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Our goal at Monzo is to make money work for everyone. To do that, working at Monzo must work for everyone. We want to create an equitable, engaged and innovative workplace which gives people from all backgrounds the support they need to thrive and grow.

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