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 Difficulties 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.
You’ll be responsible for:
- Talking to our customers predominantly via our in-app chat and supporting them by providing solutions and forbearance
- Engaging with other domains in the business and sharing knowledge on our lending products to deliver fair outcomes
- Understanding our regulatory obligations and ensuring these are fulfilled in our customer outcomes
- Demonstrate an ability to ask open and probing questions in order to understand each customer's situation
- Predominantly talking to customer's who are experiencing financial difficulty but some of your time will be spent offering general customer service to customer's who have questions, feedback, complaints or compliments via chat and/or phone.
You should apply if: ✅
- You have a minimum of 1 year experience working in a collections environment
- You have a working understanding of UK laws and regulations around credit including CONC, CCA and SYSC
- Giving customers in financial difficulty the best outcome is at the heart of what you do!
- You are very comfortable using a laptop (an Apple MacBook will be provided by Monzo)
- You’re great at explaining things to people, and have flawless written English.
- You are a good communicator, enjoy listening and are empathetic
- You are keen to share your knowledge and experience with other colleagues
- You have an understanding of credit products
- You take pride in your work and have a keen eye for detail
- You're able to make decisions
- You have strong communication skills both written and verbal!
- You're comfortable speaking on the phone to customers and would be happy to speak to our customers through different methods
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.
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.