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

The application process 🤝

• Apply with your CV and answer the application questions.
•  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 🙏 
• Start Date: Monday 19th February 2024.
• Advert Closes: Friday 19th January at 12pm.

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 Recoveries 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!

You’ll primarily be responsible for speaking to a mixture of customers through our chat and email platform, this includes customers with open and closed accounts. 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 having a keen attention to detail.

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

Role Responsibilities:

• Predominantly talking to customers who are experiencing financial difficulty but 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.
• In addition, you will be speaking to customers who have an outstanding lending product but no longer have access to the app, helping to set up an appropriate solution and 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
• Demonstrate an ability to ask open and probing questions in order to understand each customer's situation.

What we’d like to see from you:

• You’ll need to have a background supporting customers in financial difficulties and provide the best outcome
• We’d love it if you also have prior collections or recoveries experience
• 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.
• Demonstrate an ability to ask open and probing questions in order to understand each customer's situation
• 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.
• You are very comfortable using a laptop (an Apple MacBook will be provided by Monzo).

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.

💻 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.

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