At Monzo, we're building the best bank account in the world: fair, transparent and a pleasure to use. Monzo’s mission is to make money work for everyone, and this is especially important to us when our customers need help with their Monzo borrowing products, or may be struggling to repay what they’ve borrowed.
As our lending portfolio grows, we are seeing increasing queries from customers about our lending products, and inevitably from people falling into financial difficulties. These queries are often technical or sensitive in nature, requiring our customer service team to have a deep level of knowledge on our lending products, potential vulnerabilities and regulatory expectations.
What will the job look like?
Members of the collections team will build detail-oriented skills such as knowledge of Monzo’s lending products, credit file details, and the ‘decisioning’ process. You’ll require soft skills allowing you to identify customers who are struggling with debt, and the options available for those customers. You’ll need a deep understanding of the regulatory requirements within the debt industry as well as a strong understanding on the end to end customer journey when a customer takes out an overdraft or loan with Monzo. You won’t be able to resolve all of the queries at first, so there’ll be an experienced member of the team available to help out, however, over time you will build competency and feel confident to handle complex queries from start to finish.
You’ll impact how Monzo’s lending products evolve to make sure that we have the customer at the centre of what has historically been an aggressive and exploitative industry. The Financial Health domain is constantly improving to help our customers, we’re only at the beginning of our journey and it’s already proven to be very exciting.
Start dates will be in August
This role will be fully remote in the UK. With opportunities to visit the Cardiff office.
To make sure we’re around to help our customers 24/7, we ask our new Customer Operations (COps) team members to commit to a rotating working pattern called ‘open availability.’ That means you’ll be contracted to a fixed amount of days and hours per week, but the times and days of your shifts will vary weekly depending on customer demand.
Salary - £22,250 - £23,250 depending on direct and relevant experience (£23,734 - £24,484 if you are based in Greater London) and a huge range of benefits. All Monzo team members get share options as part of their package.
Equal Opportunity Statement
At Monzo, embracing diversity in all of its forms and 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 ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.
What is Monzo about?
We’re a bank on a mission to make money work for everyone. By focusing on solving real problems rather than selling financial products, treating people fairly and being totally transparent, we believe we can make banking better.
Monzo started in 2015 with big plans and a little office in Shoreditch, London. Now we’re a fully-licensed bank with millions of customers in the UK, and well over a thousand employees around the world.
Questions about this role or application process? Head over to our careers page to read our FAQs (www.monzo.com/careers) or email us if we need to make any adjustments to the application process because of disability or neurodiversity.
Diversity and inclusion are a priority for us at Monzo – if we want to solve problems for people around the world, our team has to represent our customers. So we need to attract the best talent in the world, and create an environment that supports and includes them. You can read more about diversity and inclusion on our blog.