Job Application for Collections Adviser, Financial Health at Monzo

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

Hear from our team about what it's like working at Monzo ✨

📍Location Remote in the UK | 💰 £24k to £27k + Benefits | Hear from the team ✨

Prior experience in Collections or Debt Recovery is required

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.

Your Day to Day;

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!

You should apply if:

You are able to start on 11th November and able to attend 7 weeks training, Monday to Friday 9am - 5.30pm
You have prior collections or debt recovery experience
You’ll need to have a background supporting customers, working in a contact centre.
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 via our in-app chat, outbound and inbound calls 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.

The interview process:

Our interview process involves 3 main stages:

Please answer the application questions and the 4 scenarios within
Call with a Recruiter
Competency-based Values and Role Specific Interview - 60m mins approx.

Our average process takes around 2-3 weeks. If you have any questions please email me on Scottsurridge@monzo.com

💰 £24k to £27k ➕ plus stock options & benefits

⏰ 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.
We'll guarantee time off on your birthday (if you want it). This will come from your regular holiday balance and provided you have enough to cover it.

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

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

Please note we will close this role once we have enough applications for the next stages. Please submit your application asap to avoid any disappointment.

#LI-REMOTE #LI-SS

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by 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, 2023 Diversity and Inclusion Report and 2023 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.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊

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🛂 Please confirm your UK Right to Work status. Please note that we will not sponsor Visas for this role.

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We legally have to verify your Right to Work in the UK before you can start working for us. We're asking for this information now so we know later what type of right to work check we need to do. Your answer to this question won't affect the outcome of your application, unless you'd need visa sponsorship but are applying to a role we can't sponsor.

I can confirm I have prior experience in Collections/Debt Recovery

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I understand that as a Customer Operations Advisor (COp) at Monzo, my role will involve outbound and inbound calls on the telephone as well as communicating through in app chat, social media platforms and email.

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I confirm I can commit to the shift patterns of Monday - Friday 8am - 8pm, Saturday to Sunday 9am - 6pm (37.5 hours per week)

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I confirm that if I was successful within this role, I would be working from home in the UK in a safe, private and distraction free environment. With a solid internet connection (download speed - 10mbps; upload speed - 5 mbps).

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I confirm that the answers written in my application are completely my own work, and I have not collaborated with any other person, or used any AI tools to aid me with my answers.

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Please note, we will run all responses through an AI text classifier, and any answers which show that AI has been used will be automatically rejected as it will not be classed as your own work.

I confirm that if successful, I am able to start on Monday 11th November 2024 and can commit to and fully attend the first 7 weeks in training (Monday-Friday) from 9am - 5.30pm. i.e. no holidays or appointments are permitted during training.

SCENARIO 1- Steven has entered the in-app chat and told us that he has just lost his job. He has a Loan and Flex with Monzo, both of which have been up to date up until a month ago. Recently, he took out another Loan with another Bank for House Renovations. He cannot afford his mortgage payments or to keep up with any of the lending he has. Additionally, Steven's credit score has started to decline, limiting his future borrowing options. How would you approach this situation to provide comprehensive support to Steven?

SCENARIO 2 - You have been scheduled on outbound calls today, your first call is to Amir, who is a 17 year old student and has applied for a Loan and is unhappy that he has been rejected for this. He has made comments like “this is the worst bank, I need a Loan and you approved my friend for one yesterday so why can’t I have one?” He is also currently in an Unarranged Overdraft of -£128 because of a failed dispute. How would you handle this call to address Amir's concerns and guide him toward a positive resolution?

SCENARIO 3 - You receive an email from Nadia, who mentions she is struggling with depression and anxiety. She currently has an overdraft limit of £1,000 and is using £980 of it. Nadia expresses that her mental health issues are making it difficult for her to manage her finances, and she feels overwhelmed and unsure about how to regain control. You have also noticed that she has multiple Bet365, Shein, Klarna Transactions. What questions would you ask Nadia to understand her situation more and be able to support her?

4. (Scenario based question - Personal Development)You are coming towards the end of your probation: A) You have had some constructive feedback in Quality Assurance. B) You have been put on a coaching plan. C) You have just received news that you may have more feedback for a similar issue as before. D) You feel like the support from your line manager hasn’t helped and you haven’t had enough time with experienced colleagues to be able to improve and mitigate further failures.

1) How do you approach this conversation with your line manager?

2) What steps would you take individually to improve your situation and work on constructive feedback?

3) What type of support do you think would help you to overcome difficulties in this scenario?

The salary range for this role is £24,000 to £27,000. The higher end of the salary would be considered for those that have tenured experience within a Collection/Debt Recovery environment. With that in mind, what salary are you looking for?

If you’d like to, please share your preferred pronouns (eg. they/them/theirs, she/her/hers).

If you'd like to, please spell out your name how it's pronounced so we know how to say it.

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Please read our Candidate Data Privacy Notice.

🇺🇸 Are you a US Person?

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A US Person is defined as someone who:

was born in the United States (US)
has at least 1 parent who was born in the US
is a naturalised citizen of the US
is a green card holder
is a US tax resident

👤 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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Collections Adviser, Financial Health

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