📍Remote (UK) | 💰 £23,500 + Benefits (make sure you click me to check these out!)

Please reference any literature that you may refer to, as applications that are highly plagiarised and not your own work. e.g. ChatGPT, will be declined.

The application process 🤝

  • Apply with your CV and answer the application questions

⭐️TOP TIP! We are looking for a high level of attention to detail in your answers 

  • Analytical problem solving skills in the scenario based questions, whilst being customer centric and empathetic.
  • We would recommend you read through our tone of voice and try to align your application answers with this 🙂
  •  If you're successful 🎉 we’ll invite you to a remote interview where you'll meet with a couple team managers from our Financial Health team 🙏 

We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo. 💕

What will you be doing?

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!  

Please take a few moments to check out this video from the FinHealth team at Monzo 🎥 The team have put together this video to share their experiences first hand on what it's like to work in the FinHealth team, and why you should consider joining! ❤️ 

What we’d like to see from you:

  • You’ll need to have a background supporting customers, working in a contact centre.
  • We’d love it if you also have prior collections experience, but don't worry if you don’t, you will get first class training from our Learning and Development team when you join.
  • The ability to communicate with customers to the highest standard because we only want the best for them. You can ask open questions to understand their situation, listen and provide solutions - predominantly via our in-app chat with a small fraction of manual outbound calls  (when requested by our customers) and emails. 
  • From time to time things are complex so a keen eye for detail and a high standard of work will really help in this team.
  • Understanding and keeping up to date with our regulatory obligations and 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.

Here is a presentation from one of our FinHealth Hero’s to give you a flavour of what we do in this role:

A Day in the life of a Collections Adviser

Your working life and shift requirements ☀️

  • Working hours fall within Monday to Friday 8am to 8pm and Saturday and Sunday 9am - 6pm (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.

🏡 To work remotely you'll also need:

  • to work from home in the UK in a safe, private and distraction free environment
  • a solid internet connection (download speed - 10mbps; upload speed - 5 mbps)

💻 Equipment:

  • You will need to own your own smartphone, because you’ll need it each time you log into our customer support system.
  • We'll provide you with a Macbook on your first day as well as having additional equipment you can request to support you - should you need it.
  • You’ll receive a one off payment of £200 from us once you have started to help you set up your very own perfect home office space, you could buy a desk and chair with it - if you like.

Did we mention we are a multi award winning employer too?  We recently won three awards at this year's prestigious European Contact Centre & Customer Service Awards (ECCCSA).  These include: 

  • Gold Award for Great Place to Work
  • Silver Award for Best Approach to Diversity and Inclusion 
  • Bronze Award for Large Contact Centre of the Year 

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.

Equal Opportunity Statement

We are actively creating an equitable environment for every Monzonaut to thrive.

Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. 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. You can read more in our blog,  2021 Diversity and Inclusion Report and 2022 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.

#LI-Remote #LI-HRW

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👤 Identity survey

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. 

Making Monzo work for everyone starts right at the beginning of every Monzonaut's journey: when they apply to work here. This demographic survey will help us better understand the people who apply to work at Monzo. It'll help us see how different groups progress through our hiring process, and where we need to make improvements to be more inclusive. If you choose to fill it out, all of the information you give us is:

  • Voluntary. And we've included a "prefer not to say" option for every question. It'd be helpful if you still fill out the survey even if you choose "prefer not to say" for every question, as it's useful for us to understand & record this. We won't know if you choose to fill this survey in or not.
  • Anonymous to Monzo. We can't tie your responses to you and they won't make a difference to the outcome of your application. We'll only use grouped responses for equal opportunities monitoring in our hiring process.

For more information on how we'll use this data, please read our candidate privacy notice.

By filling out this survey, you agree that we can use your responses for the purposes we've mentioned above. You are not letting us know if we need to make any adjustments to the hiring process because of disability or neurodiversity - to do this please email us.

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