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.
We’re an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.
What is Monzo about?At Monzo, we’re building the best bank account in the world: fair, transparent and a pleasure to use. Monzo’s mission is to make money work for everyone, and this is especially important to us when our customers need help with their Monzo borrowing products, or may be struggling to repay what they’ve borrowed.
Borrowing Ops is looking to grow the Back Office Expert team. To be successful in the role you will need a deeper understanding of how the full borrowing journey works for customers and the regulatory expectations when working with customers who are struggling to repay debt. The role has a particular focus on the later stages of the borrowing journey and has been created to help our customers who are experiencing financial difficulties and who have defaulted or are close to defaulting on their lending products.You would be responsible for handling our third party debt correspondence as well as any internal work which involves applying settlement payments, actioning closure and default tasks and amending credit files. This involves working across a few different workstreams to support customers who have a borrowing product with us.
You will be expected to understand third party debt solutions and take ownership of each request you handle and ensure the customer’s account is set up correctly to go through our borrowing journey. You will be confident in questioning procedures, owning tasks from start to finish and working well in a team.
What will the role involve?
Having a deep 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 Borrowing Back Office Advisors will be expected to support where they can.
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 customer’s who have questions, feedback, complaints or compliments via chat and/or phone.
You’ll be responsible for:
- 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 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.
You should apply if:
- You have previous experience working within the collections industry and have a sound knowledge
- Previous experience working closely 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 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 customers and would be happy to speak to our customers through different methods
Logistics
This role will be fully remote in the UK. With opportunities to visit the Cardiff office.
To make sure we’re around to help our customers 24/7, we ask our new Customer Operations (COps) team members to commit to a rotating working pattern called ‘open availability.’ That means you’ll be contracted to a fixed amount of days and hours per week, but the times and days of your shifts will vary weekly depending on customer demand.
Equal Opportunity Statement
We’re a bank on a mission to make money work for everyone. By focusing on solving real problems rather than selling financial products, treating people fairly and being totally transparent, we believe we can make banking better.
Monzo started in 2015 with big plans and a little office in Shoreditch, London. Now we’re a fully-licensed bank with millions of customers in the UK, and well over a thousand employees around the world.
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