Borrowing Operations are looking to grow the Recoveries team. To be successful with this application you will need a thorough understanding of how the full lending journey works for customers, as well as the regulatory expectations we have when working with customers who are struggling to repay debt. This role focuses on the later stages of the lending journey, where we look to help customers who are experiencing financial difficulties and may have defaulted on their lending products.

You’ll primarily be responsible for speaking to customers that no longer have access to their Monzo account. This involves working across a few different task types and working with  loans, overdrafts and Monzo Flex lending products. You’ll be expected to take ownership of each query you handle and help the customer set up a solution which is going to allow them to affordably repay their debt with Monzo.

You’ll need to be confident in questioning procedures, owning tasks from start to finish, working well in a team and have a keen attention to detail.

In this role you’ll be mainly working on Recoveries related work, but some of your time will be spent providing general FinDiffs guidance, working other tasks as needed within the domain. 

You’ll be responsible for:

  • Speaking to customers who have an outstanding lending product but no longer have access to the app, helping to set up an appropriate solution
  • Providing appropriate post-default service
  • Engaging with other domains in the business and sharing knowledge on our borrowing products to deliver fair outcomes
  • Understanding our regulatory obligations and ensuring these are fulfilled in our customer outcomes

You should apply if:

  • You have experience of providing customers in financial difficulty the best outcome
  • You are a good communicator, enjoy listening and are empathetic
  • You are keen to share your knowledge and experience with other colleagues
  • You have a strong understanding of the collections journey, and a working knowledge of our credit reporting responsibilities.
  • You take pride in your work and have a keen eye for detail
  • You have strong communication skills both written and verbal
  • You’re great at explaining things to people, and have flawless written English.
  • 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.

Questions about this role or application process? Head over to our careers page to read our FAQs ( 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.


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