Borrowing Ops - Back Office Evolve

UK Remote | 💰£24,750 - £27,250 + Benefits | Hear from the team ✨

⭐Our Financial Health team

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!

This will be a great development opportunity for someone who is wanting to learn more about the Financial Health domain, add some skills to their repertoire and work with a new team; taking on a new challenge. The hours on offer are Monday - Friday, with a variance of shifts between 9am - 5.30pm or 9.30am - 6pm.

🔑You’ll play a key role by

Having an understanding of financial difficulties and collection processes will allow you to investigate problems and help customers who are struggling. You’ll build up a detailed knowledge of how the debt industry works, alongside the landscape of support available to customers who work with third parties such as StepChange.You’ll require soft skills allowing you to help customers who are struggling with debt such as appropriate tone of voice and a deep understanding of the regulatory requirements within the debt industry. Where other domains need support, Back Office Advisors will be expected to support. 

The role will consist of communicating with third party debt organisations and setting up the required solution on the customer’s account. In this role you would be predominantly working with debt solutions 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.  Where other domains need support Borrowing Back Office Advisors will be expected to support.

🤩 We’d love to hear from you if 

The role will consist of communicating with third party debt organisations and setting up the required solution on the customer’s account. In this role you would be predominantly working with debt solutions 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.

• Communicating with third party debt organisations such as StepChange, PayPlan etc
• Setting up the required debt solutions on customer’s accounts and letting the customer know what the solution looks like and how this impacts their credit file etc
• 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
• Predominantly talking to third party debt organisations but some of your time will be spent offering general customer service to customers via chat and/or phone.
• Working efficiently in line with performance metrics

You should apply if:

• You have previous experience working within the Collections industry or a Back Office role working with third parties
• Previous experience working with Debt Management Organisations such as StepChange
• You have a working understanding of UK laws and regulations around credit including CONC, CCA and SYSC
• You have experience of providing customers in financial difficulty the best outcome!
• You are a good communicator, enjoy listening and are empathetic
• You have a sound understanding of credit products
• Have strong communication skills both written and verbal!
• You’re comfortable speaking on the phone to customers and would be happy to speak to our customers through different methods

Desired, but not essential, experience would be:

• Working with third party debt organisations such as StepChange, PayPlan etc

🙌What’s in it for you

• £1,000 learning budget each year to use on books, training courses and conferences.
• This role will be fully remote in the UK. With opportunities to visit the Cardiff or London office.
• The working hours of this role are Monday to Friday, with a variance of shifts between 9am - 5.30pm or 9.30am - 6pm.

🌈 The application journey has 3 key steps

• Stage one - Application and answers.
• Stage two - Take home task. 
•  Stage three - Interview with two of our Team Managers that will last 1 hour.

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible! 

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

This role may still include working some Collections tasks to support our service position.

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 2024 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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