Collections Adviser, Financial Health

Monzo; United States; Remote; GBP 24,000 - 28,000; Full time

Job summary

An innovative financial institution is seeking compassionate individuals to join their Collections team, dedicated to helping customers navigate their financial challenges. This role offers the opportunity to provide support and solutions to those in need, utilizing your experience in collections and debt recovery. With a commitment to customer care and a focus on regulatory obligations, you will play a crucial role in enhancing financial health for customers. The position offers flexible remote working, a supportive team environment, and a learning budget to foster your professional development. If you are passionate about making a difference in people's lives, this role is perfect for 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 customer support background in a contact center is required.

Responsibilities

• Identify and support customers struggling with debt compassionately.
• Communicate effectively through in-app chat, calls, and emails.

Skills

Collections experience

Debt recovery experience

Customer communication

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.

Location: Remote in the UK | £24,750 to £27,250 + Benefits

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 of training, Monday to Friday 9 am - 5:30 pm.
• 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; 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.
• You understand and keep up to date with our regulatory obligations, 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:

1. Please answer the application questions and the 4 scenarios within.
2. Call with a Recruiter.
3. 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].

Your working life and shift requirements:

• Working hours fall within Monday to Friday 8 am to 8 pm and Saturday and Sunday 9 am - 6 pm (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 as soon as possible to avoid any disappointment.

#LI-REMOTE #LI-SB

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.

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