📍Remote (UK) | 💰 £32,500- £45,000 + Benefits (make sure you click me to check these out!)

About us: 

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 you be doing?

We're looking for someone to support us in the delivery of fair outcomes and strong performance through our operational Financial health front line teams. You’ll be making sure that, as we scale and mature, we are not only giving our customers amazing support, we are also enabling our front line to do their jobs brilliantly, and deliver great performance for Monzo!

This is an exciting new opportunity for someone who's worked in operational support, implementation, communication, process design, oversight or engagement roles, within Financial Difficulties.

Primary Responsibilities:

• Analyse and Identify trends in processes and customer outcomes.
• Develop through data insights’ areas of customer and customer operatives improvements aiding bettered customer outcomes alongside improved tooling for our customer operatives. 
• Playing a key role in supporting the identification of root causes of key metrics and trends, including customer outcomes scores, collections performance, complaints, customer effort scores and support the delivery of actions associated with resolving the failure points
• Identifying key priorities for goals and other project work through analysis of customer feedback, employee feedback and insights that you have developed through data yourself. 
• Keep Financial health processes and guidance up to date and make necessary changes where relevant, ensuring all key stakeholders and Financial Difficulties Customer operatives are up to date.
• Supporting the day to day deliverables and performance within Financial Difficulties, which includes meeting service levels, management of risks, development & delivery of front line communication, performance updates, supporting the development and competency of our front line.
• Liaising with teams within Borrowing Operations and Customer Operations to support areas such as planning, scheduling, quality assurance, trust pilot, customer effort scores and complaints for example.
• Perform regular cycle reviews of Financial Difficulties knowledge and communications content, including analysing usage and archiving old content.

Secondary Responsibilities:

• Create proposals for major changes or projects within the Financial Difficulties Team.
• Implement and oversee major changes
• Create bespoke embedment plans for changes that are made by yourself and your peers.
• Take Ownership of actions that are raised by our risk and controls team ensuring a strict adherence to timelines and engaging major stakeholders at key checkpoints in the change journey. 
• Make Improvements to processes based on previous discovery and insight that's been identified by either yourself or your peers. 
• Supporting projects and products that will impact Customer Operatives in the  Financial Difficulties domain, ensuring our customer journeys work well. 
• Design, implement & test controls to help us manage the risks of an operation to support the delivery of Borrowing Ops goals and objectives.

You should apply if:

• You care about giving customers in Financial Difficulties a fair outcome 
• You have significant experience in Collections and Recoveries (> 12 months)
• You have experience creating procedure documentation and guidance
• You have implemented process changes and development within an operational setting
• You work collaboratively with other teams to reach a common goal
• You have experience of reviewing data - identifying trends and making recommendations
• You are an excellent, respectful communicator, and can adapt your approach to suit the needs of different audiences (Customer Operatives, managers, senior leaders etc.) and able to challenge the status quo where necessary
• You embody our value of thinking big, starting small, and owning it: you can plan short, mid, and long term solutions to problems.
• You are capable of juggling multiple priorities.

Desirable but not essential:

• Experience in training and guidance design and development - understands what good training and guidance content looks like. 
• Experience in working with outsourced providers  
• You have an understanding of UK laws and regulation around credit including CONC, CCA and SYSC.

The Interview Process:

Our interview process involves 4 main stages: 

• CV review 
• Initial Phone call with the Hiring Manager
• Take Home Task
• Role Specific and Leadership Interview

Our average process takes around 3-4 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions ahead of this please contact heatherroystonwebb@monzo.com

Closing Date for Applications is Monday 16th October at 9am.

What’s in it for you:

💰 £32,500 - £45,000  ➕ stock options & benefits 

📍Remote 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

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.

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