Collections Adviser, Financial Health

Cardiff, Wales, United Kingdom

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£24,750 – £27,250Compensation

Junior (1 to 2 years), Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Financial Services, FintechIndustries

Requirements

Prior experience in Collections or Debt Recovery is required, along with a background supporting customers in a contact centre environment. Candidates must be able to start on May 12th, 2025, and commit to 7 weeks of full-time training. Strong communication skills for interacting with customers via multiple channels are essential, as is a keen eye for detail and an understanding of regulatory obligations in line with the FCA.

Responsibilities

The Collections Adviser will identify and support customers struggling with debt by offering compassion and viable options. This involves understanding Monzo's lending products and credit file details. Responsibilities include communicating with customers through in-app chat, calls, and emails to understand their situations and provide solutions, while ensuring adherence to regulatory obligations and positive customer outcomes.

Skills

collections

debt recovery

customer service

contact centre

lending products knowledge

credit file details

decisioning process

communication

Monzo

Digital-only banking platform for consumers

About Monzo

Monzo operates as a digital-only banking platform focused on providing a modern way for individuals to manage their finances. Its main product is a mobile app that allows users to track their income, spending, and savings easily. The app includes features that help users save money, such as automatically setting aside a portion of their paycheck or rounding up transactions to the nearest dollar. Monzo generates revenue through interest on deposits, fees for certain services, and interchange fees from card transactions, as well as offering overdrafts and personal loans. What sets Monzo apart from traditional banks is its real-time balance updates and instant spending notifications, which help users stay informed about their finances. The goal of Monzo is to provide a convenient, mobile-first banking experience that meets the needs of its growing customer base, which has surpassed 8 million users.

London, United KingdomHeadquarters

2015Year Founded

$1,856.7MTotal Funding

LATE_VCCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Competitive salary

Flexible working hours

Work from home

Stock options

32 days of paid vacation and public holidays per year

Health insurance

EAP

Learning budget

Home office stipend

Paid parental leave

Risks

Monzo breached UK banking regulations, risking reputational damage and fines.

Expansion into Europe poses regulatory challenges and potential licensing delays.

Reliance on digital platforms makes Monzo vulnerable to technological disruptions.

Differentiation

Monzo offers real-time spending updates and categorized transactions via a mobile app.

The 'Pots' feature allows users to set aside money for specific purposes.

Monzo Plus provides premium features like custom card designs and travel insurance.

Upsides

Monzo secured $400M in 2024, valuing the bank at $5 billion.

The partnership with SignLive enhances accessibility for Deaf customers.

Expansion into Europe in 2025 could significantly increase Monzo's customer base.

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