We’re here to make money work for everyone and we're doing things differently. For too long, banking has been obtuse, complex and opaque.

We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, test the app and give us constant feedback so we can build something everyone loves.

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 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, loan or Flex product 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, however despite only being at the beginning of our journey, it’s already proven to be very exciting.

You’ll be responsible for:

• Talking to our customers predominantly via our in-app chat, calls and by email. 
• Demonstrating an ability to ask open and probing questions in order to understand each customer's situation
• Supporting our customers 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.
• Predominantly talking to customers who are experiencing financial difficulty, however some of your time will be spent offering general customer service to customers who have questions, feedback, complaints or compliments via chat and/or phone.

You should apply if:

• If you are, or have worked in a collections environment where you have gained a sound knowledge of the processes/procedures
• 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 custom

The Interview Process:

Our interview process involves 3 main stages: 

• Initial Application questions 
• A Task to be done at home
• Assessment Centre - 2 interviews and a group exercise

Our average process takes around 2-3 weeks but you will have the chance to speak to our recruitment team at various points during your process, so if you do have any specific questions ahead of this please contact us on ops-hiring@monzo.com

What’s in it for you:

💰 £23,500 ➕ plus stock options & benefits 

📍This role can is distributed working within the UK

📚Learning budget of £1,000 a year for books, training courses and conferences

➕And much more, see our full list of benefits here